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Senior Support Engineering

Detroit, Michigan - USA

Who we are:

Geotab ® is a global leader in IoT and connected transportation and certified “Great Place to Work™.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.
 
Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace ®, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.
 
Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab. To see what it’s like to be a Geotabber, check out our blog and follow us @InsideGeotab on Instagram. Join our talent network to learn more about job opportunities and company news.

Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Senior Support Engineer who will provide advanced support and guidance to internal and external stakeholders to help resolve complex technical issues, mentor junior team members, and drive product improvements. If you love technology, and are keen to join an industry leader — we would love to hear from you!

What you'll do:

As a Senior Support Engineer your key area of responsibility will be to build a strong relationship with stakeholders, proactively addressing their needs and ensuring satisfaction, creating and maintaining documentation, and monitoring system performance to identify trends. Additionally, the Senior Support Engineering role will troubleshoot software, hardware or embedded systems and analyze system performance. You will need to work closely with engineering and product management to report bugs, provide feedback on product functionality, and advocate for customer needs in product development.

To be successful in this role you will be able to be a strong team player with excellent collaboration skills and able to engage with colleagues at all levels of the organization to drive results and improve processes. In addition, the successful candidate will have exceptional verbal and written communication skills, enabling clear and effective communication with both technical and non-technical audiences.

How you'll make an impact:

  • Provide timely and effective technical support to internal and external stakeholders, resolving issues related to software or embedded products. Able to handle escalated and complex technical issues that require in-depth analysis and advanced troubleshooting skills. 

  • Employ a proactive approach to troubleshooting by anticipating potential issues and addressing them before they impact stakeholders. 

  • Clearly communicate complex technical information, and provide solutions for high-impact problems that may affect multiple stakeholders.

  • Propose actionable solutions and process improvements that streamline support operations, enhance response times, and improve customer satisfaction. This may include the introduction of new tools, techniques, or optimization of internal processes and procedures in order to improve overall efficiency.

  • Gather and evaluate relevant information to analyze symptoms and resolve complex technical hardware and software issues.

  • Leverage insights gained from support interactions to collaborate with other subject matter experts, driving continuous improvements in the reliability and operability of Geotab products.

  • Mentor new or junior support engineering team members, providing guidance on best practices, troubleshooting techniques, and customer interaction skills.

  • Participate in new product development testing as needed, providing valuable feedback on functionality, usability, and potential improvements based on real-world scenarios.

  • Provide on-site support to resellers and customers when applicable, delivering hands-on assistance to ensure optimal product performance and customer satisfaction.

  • Serve as a subject matter expert in specific products, technologies, or systems.

  • Create and maintain comprehensive documentation, including troubleshooting guides, process documentation, and knowledge base articles. Share insights and improvements with the team.

  • Work closely with engineering and product management to report bugs, provide feedback on product functionality, and advocate for customer needs in product development.

  • Proactively monitor system performance, analyzing data to predict and prevent potential issues. Deliver insightful reports to leads and management, empowering data-driven decisions that optimize system stability and efficiency.

  • Engage in ongoing training and research to stay current with new and existing Geotab products and accessories, ensuring expertise in the latest technologies and features.

  • Support Geotab global strategic initiatives.

  • Participate in a 24x7 on-call rotating schedule (if applicable).

What you'll bring to the role:

  • Post-Secondary Diploma/Degree specialization in Computer Science, Electrical, Software Engineering or a related field.

  • 3-5 years experience in an Engineering Support role within a technical or engineering organization.

  • Familiarity of current technology trends and industry best practices is an asset.

  • High accuracy and meticulous attention to detail in troubleshooting and documentation to ensure quality and reliability in support interactions.

  • Entrepreneurial mindset with the ability to thrive in a flat organizational structure, demonstrating initiative and innovation in problem-solving.

  • Highly organized, capable of managing multiple tasks and projects simultaneously while maintaining focus on priorities.

  • Advanced technical skills across a range of technologies, with proven ability to troubleshoot complex issues involving software, hardware, or embedded systems.

  • Proficient in programming and scripting languages such as SQL, Python, PowerShell, JavaScript, and C#, with advanced skills in Excel for data analysis and reporting.

If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply.

 
Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.
 

Why job seekers choose Geotab:

Flex working arrangements
Home office reimbursement program
Baby bonus & parental leave top up program
Online learning and networking opportunities
Electric vehicle purchase incentive program
Competitive medical and dental benefits
Retirement savings program

*The above are offered to full-time permanent employees only

How we work:

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!
 
We believe that ensuring diversity is fundamental to our future growth and progress and is an integral part of our business. We believe that success happens where new ideas can flourish – in an environment that is rich in diversity and a place where people from various backgrounds can work together. Geotab encourages applications from all qualified individuals. We are committed to accommodating people with disabilities during the recruitment and assessment processes and when people are hired. We will ensure the accessibility needs of employees with disabilities are taken into account as part of performance management, career development, training and redeployment processes. If you require accommodation at any stage of the application process or want more information about our diversity and inclusion as well as accommodation policies and practices, please contact us at careers@geotab.com. By submitting a job application to Geotab Inc. or its affiliates and subsidiaries (collectively, “Geotab”), you acknowledge Geotab’s collection, use and disclosure of your personal data in accordance with our Privacy Policy. Click here to learn more about what happens with your personal data.

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