Senior Technical Support Engineer

Senior Technical Support Engineer

Mojio:The Connected Car Platform

At Mojio, we’re on a mission to give every vehicle a voice. Founded in 2012, we’ve grown from a disruptive startup to a global leader in the connected mobility space, trusted by some of the world’s biggest brands as customers, investors and partners, including Amazon, Bosch, Deutsche Telekom, Microsoft, T-Mobile, Vivint and Volkswagen.

Our end-to-end solutions deliver a smarter, safer and more convenient car ownership experience for the global driving community. With over 20 billion miles of driving data gathered from more than a million vehicles, we’re leveraging one of the largest and fastest-growing big data pools in the automotive industry to build the next generation of data-driven automotive products, services and user experiences.

Our driven team is fueling the future of connected mobility with our scalable platform and customer-centric SaaS solutions, including our best-in-class connected car apps (averaging 4.7 stars in the US).

Your car is an incredibly complex machine, producing more than 20 gigabytes of data every hour. From vehicle location and detailed trip records to real-time engine performance, there is a plethora of insights locked behind the dash. We unlock that data to make cars safer and more reliable while saving drivers money.

We provide the cloud-based Mojio Platform Service to a growing list of mobile operators around the world, enabling them to deliver connected car services to millions of their customers. We are looking for a tech-savvy Senior Technical Support Engineer to support our Partners’ technical evaluation of the Mojio Platform, OBD hardware, and mobile and web applications; and to provide responsive Tier 2 technical support to these key Mobile operators carriers.

The Opportunity

• Role: Senior Technical Support Engineer
• Language: English (Both verbal and written)
• Type: Full-time
• Location: Remote 
• Shift/Hours: 9:00 am to 6:00 pm EST
• Industry: Telecommunications and Automotive
• Job function: Technical Support
• Reporting Manager: Manager of Technical Services in Vancouver, Canada

Candidate should be

• Passionate about learning new technologies and a customer service advocate.
• An experienced technical support professional with more than 7 years in a customer-support role, promoting and supporting communications hardware, mobile applications, and/or web-based services.
• Experience collaborating with multiple cross-functional teams including Engineering, Product Management, Developers, and 3rd-party vendors.
• Available for on-call duty during weekends, post business hours, and holidays as necessary.

Role Responsibilities

• Provide technical guidance to the team of Technical Support Engineers who provide Tier 2 technical support to mobile carriers and other partners that sell connected car services to their end user customers.
• Properly assess support requests amongst device, platform, web, and mobile application issues.
• Proactively escalate customer, carrier, and staff issues to management
• Collaborate with Engineering, Product Management, and external vendors to resolve technical support issues.
• Identify business gaps, work on developing processes, and process improvements.
• Provide technical support in response to incoming inquiries via email, chat, phone or any other technologies.
• Troubleshoot the reported issues, address product/service-related questions, and provide technical assistance.
• Identify, replicate, and document defects using Mojio processes and tools.
• Log a ticket/bug in Jira for the identified issues and failures to escalate to Engineering and other teams.
• Validate the testing environment to ensure the issues are fixed.
• Participate in mobile App testing efforts as orchestrated by the Quality Assurance team

Technical Skill Requirements

• Understand complex configurations of the platform/mobile apps and help with issue debugging at a high level.
• Microsoft Azure Cloud architecture (or any other cloud provider) knowledge
• NoSQL database knowledge (MongoDB, DocDB, Couchbase)
• Strong TCP/IP protocol knowledge
• In-depth knowledge of at least one major Operating System (Windows, Linux, Unix, etc.)
• Expertise with data manipulation tools such as MS Excel, grep, awk, etc
• Basic knowledge of at least one scripting language (Python, Bash, PowerShell)
• Software development foundations
• Use of command line utilities and developer tools in the browser.
• Knowledge of Rest APIs and Platforms (Postman, Insomnia)
• Experience with ticketing tools such as Zendesk, Jira

Preferred Qualifications

• Bachelor’s degree in Computer Engineering, Software, Technology, or any related field

Note: The role will be filled using a EOR and the employment contract will not be directly with Mojio.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, gender identity, sexual orientation, or based on disability.

Posted positions are not open to third party recruiters/agencies and unsolicited resume submissions will be considered free referrals.