Customer Support Engineer
| Position title | Support Engineer |
| Primary work unit | Operations - Customer Support |
| Responsible to | Customer Support Manager |
| Responsible for | Support Services |
| Position status | Indefinite |
| Hours of work | 40 Hours per week |
| Salary | $55,000 – 70,000/yr |
| Our vision | We are a collective of pole measurement analysts, scientists, field data collectors, and customer advocates. We are on this planet to make a profound change in the lives of those we serve - every human connected through the workflow of pole provisioning projects. Together, we are building the power and communications infrastructure of the future. |
| Our mission and purpose | We know where we come from. We know where we are today. We know where we are going. We know our values and we’re damn good at what we do. We BRING it every day with pride and attitude. We are a niche player in a segment that is under-celebrated - under the radar. It’s a little hard to describe at a party. But that’s only because the industry we serve needs more people just like us. We’re already doing the work to evangelize, teach and celebrate those we serve. And according to our values, we celebrate ourselves by celebrating them. We are on this planet to make a profound change in the lives of those we serve - to the utility pole measurers and every human being involved in the process of provisioning for the great fiber rush. |
| Our values | ● Manaakitanga - We Rise by Lifting Others ○ By showing Respect, Support, Value, Kindness, Generosity ● Simplicity and Clarity ○ We simplify and reinforce our language and thinking so as to keep our communications, products, tech and solutions simple and accessible to everyone. ● Ingenuity ○ Our value chain stretches from the field to the cloud – every team player brings their resourcefulness to our customers and to each other. ● Open Company. No Bullsh*t ○ With ourselves and with our customers. There’s no time for any other approach. ● Be Yourself. Be the Change You Seek ○ Bring the best of yourself and all your gifts to work. We’re lucky to have such talent both on and off the field. It makes work better
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Position Overview
The Support Engineer acts as the customer facing subject matter expert for 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 Solutions,, Finance, and Engineering teams to support user-facing workflows.
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Position Location
The position is located within the Broomfield Office.
- In-office attendance is required 4 days a week
- Additional 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 established SLAs
- 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
- 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
- Drive continuous improvement in everything we do by identifying areas of inefficiency
- Leverage and deploy technology solutions to improve workflows
- 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
- IKE Operations
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
Operations
Drive continuous improvement in everything we do by identifying areas of inefficiency Leverage and deploy technology solutions to improve workflows
Key Relationships
- Works closely with Sales, Solutions, Product Management & Development
- Works closely with Finance to assist in customer transactions and asset workflows
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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
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.
- 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
- IKE Operations
Desirable Qualifications:
- 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
Delegated Authority:
None