About This Role
Key technical requirements and skills: - Expertise in resolving complex software-related issues, including front-end/mobile applications - Ability to diagnose and troubleshoot software problems, identify root causes, and report them to engineers - Proficiency in data analysis using tools like Looker to determine the impact and prevalence of issues Team/project information: - The role is part of the Tier 2 Technical Support team, responsible for managing and resolving escalated customer support cases - The team works closely with Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team to provide guidance and support Unique or notable aspects: - The role involves training and educating other employees within the Support team and across the company, as needed - The Tier 2 Technical Support Engineer is responsible for identifying and alerting stakeholders about larger issues and trends, and understanding the magnitude and scope of the issues
Who We Are KeepTruckin builds technology using the latest advancements in AI and computer vision to improve the safety and efficiency of businesses with vehicles. Over one million drivers and 100,000 companies across every industry trust KeepTruckin’s integrated platform to power their operations, prevent accidents and reduce costs. At KeepTruckin, we see our hard work rewarded in tangible ways every day, and we believe that intelligence is most powerful when paired with humility. We’re motivated by the opportunity to save lives on the road while impacting and improving every facet of multiple trillion-dollar industries that keep our physical economy moving. KeepTruckin is proud to be a Forbes Cloud 100 company, Forbes Best Startup Employer 2020, and an Inc Magazine Best Place to Work. About the Role: The Tier 2 Technical Support Engineer (Software) is a technical customer support representative that manages, tracks, diagnoses, and troubleshoots the escalated cases in Support. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed. An important aspect is to identify and alert the necessary stakeholders on larger issues and trends, and understanding the magnitude and scope of the issues before escalating directly to Tier 3/Engineers. This role is located in Islamabad, PK. What You'll Do: Determine how to resolve support issues related to KT’s Front-end/Mobile category -- what changes need to be made to underlying data/process and how to apply them with minimal user disruption. Assist Tier 1 customer service representatives, Key Account CSMs, and Channel Partner Team with escalated issues Determine root cause of errors/bugs -- use the data and tools we have to trace the origin of data inconsistencies and bugs and report them to the engineer. Perform analysis of data to determine impact/prevalence of issues -- use analytics tools like Looker. Utilize tools developed by the engineering team to modify er