Support Engineer

BROOMFIELD, CO
Operations
Operations

Position Overview

 The Support Engineer acts as the user-facing knowledge and expertise contact for our IKE products. As a Support Engineer, you will be responsible for providing our clients with an unmatched customer service experience ensuring satisfaction, retention, and adaptation of IKE platforms and features. The IKE Support Engineer will be expected to resolve Tier 1 and Tier 2 technical issues while also driving pre-emptive solutions while leveraging customer support software such as Jira, Zendesk, and Salesforce. The Support Engineer works cross-functionally with the service & support, Finance, and engineering teams to support user-facing workflows.

__________________________________________________________________­­­­­­­­­­­­­­­­__________________________________________

 Position location

 The position is located within the Broomfield Office.

  • In-office attendance is required 4 days a week
  • Remote days can be arranged for special circumstances

 Key responsibilities

 Customer Support

 

  • Triage, diagnose and drive to resolution customer support requests
  • Timely and quality responses for internal and external support inquires
  • Provide customers with product knowledge, support, and answers to their inquiries
  • Troubleshoot technical problems
  • Test IKE products to assist customers in finding workflow solutions, troubleshooting & workarounds
  • Test IKE hardware and create reports for the ikeGPS owned pool of refurbished devices
  • Introduce ikeGPS Support and create accounts for new customers
  • Follow up on support tickets and ensure responses meet identified SLA’s
  • Create or assist in creating content for support documentation
  • Work with Finance, Sales, and Operations to ensure customer orders meet specifications
  • Perform shipping & logistics duties for customer shipments
  • Flexible, easy to adapt to a new task, new workflows, etc
  • Friendly and approachable- easy to work with customers as well as internal parties
  • Excellent communication skills, especially clear, impactful writing
  • Excellent problem-solving skills
  • Ability to work outside as needed for testing, training, etc
  • Bachelor’s Degree in a technology, science OR GIS related field or related work experience equivalent
  • Familiarity with help desk software: Zendesk
  • Good understanding of mobile device OS: iOS and Android
  • Experience with CRMs, Zendesk, Salesforce etc.
  • Computer literacy: PC MS Office.
  • Excellent customer and interactive team skills are required.
  • Strong communication skills and comfortable speaking to groups.
  • Exceptional problem solving and critical thinking skills.
  • Excellent organizational and time-management abilities.
  • Knowledge of GPS, GIS, and land survey techniques.
  • Experience in the Utility industry, particularly with Outside Plant a plus.

  

 

Product Support 

  • Test IKE hardware and create summary reports
  • Provide product feedback that can be used to steer product development
  • Create training content and support documentation
  • Submit, comments, edits, and assist with development customer support tickets, feature request stories, tech debt stories, and bug tickets
  • identify software bugs, test bugs, write up bug reports
  • Act as a customer advocate in product planning and developmental team discussions
  • Attend Bugs triage meetings to provide customer/user insight on issues/bugs
  • Provide insights, observations, etc. to development team as needed 

Key relationships

Works closely with Support team members, FDC Manager, and Sales. Works closely with Finance to assist in customer transactions and asset workflows.

_________________________________________________________________________________

Competencies

 

Competency

Demonstrated by

Leadership

Ability to motivate and lead the team in the project process, etc. to deliver output. Leads others in a way that promotes and demonstrates ikeGPS’s core values such as manaakitanga. 

Self-management

Effectively plans and organize work to achieve desired outcomes; proactive, remains focused, takes action to overcome obstacles and follows through to completion with little or no supervision.

Integrity

Is fair, open, honest and consistent in behaviour and can be relied upon and generates confidence in others through professional and ethical behaviour

Relationship building

Builds and maintains positive and productive working relationships and networks both internally and externally as required.

Capable and willing to mentor and guide peers and others in their grow to ensure consistency and maintainability of the product range.

Organisation

Able to organise own work and priorities and balance these against business needs.

People management

Day-to-day people management of team, Able to effectively manage and develop an effective team of direct reports.

Identifying areas of development and providing coaching/mentoring as needed. Upholding the IKE value of manaakitanga by addressing areas of performance and the achievement of objectives constructively and in a timely manner.

Persuading and influencing

Gains the co-operation of others by seeking their points of view; understands differing views and identifies points of agreement; negotiates solutions to meet the objectives of all parties where possible; confidently advocates a preferred project approach team which allows others to be convinced.

Communication

Excellent communicator able to adjust to the appropriate levels and avenues of communication at the appropriate time to ensure that everyone is up to date on development. Adept at keeping communication lines open

Decision-making

Capable of sound judgement, with clear explanations of reasoning behind decisions.  Able to demonstrate an appropriate level of autonomy and accountability.

Security Awareness

Strong in keeping security in mind at all times, e.g., cybersecurity, protecting IKE’s architecture and customer data from cybersecurity breaches. Able to ensure that systems and processes meet security and compliance expectations.

 

Selection criteria – essential 

  • Flexible, easy to adapt to a new task, new workflows, etc
  • Friendly and approachable- easy to work with customers as well as internal parties
  • Excellent communication skills, especially clear, impactful writing
  • Excellent problem-solving skills
  • Ability to work outside as needed for testing, training, etc 

 Required Qualifications: 

  • Bachelor’s Degree in a technology, science OR GIS related field or related work experience equivalent
  • Familiarity with help desk software: Zendesk
  • Good understanding of mobile device OS: iOS and Android
  • Experience with CRMs, Zendesk, Salesforce etc.
  • Computer literacy: PC MS Office.

Desirable Skills:

  • Excellent customer and interactive team skills are required.
  • Strong communication skills and comfortable speaking to groups.
  • Exceptional problem-solving and critical thinking skills.
  • Excellent organizational and time-management abilities.
  • Knowledge of GPS, GIS, and land survey techniques.
  • Experience in the Utility industry, particularly with Outside Plant a plus.