Technical Support Engineer

Description

Who We Are

Locusview is a fast-paced company that offers a relaxed, yet stimulating work environment where employees have the opportunity to use their creativity and innovation daily. We are building a world-class support team that is passionate about developing and delivering practical, industrial-scale solutions. We believe in our people, and we provide the resources and opportunities for them to explore and grow.

Our clients include Fortune 500 utility companies with decades of legacy processes ripe for transformation. Our products lead the way in an industry at the beginning of its digital revolution.

Position Summary

The Technical Support Engineer will be responsible for providing support to external customers remotely. They will provide guidance to customers on a path to resolve problems while using debugging tools, simulations, and scripts to isolate and identify the root cause.

Responsibilities

  • Support varying severity incidents as part of our incident management and response team, including being part of a rotating on-call schedule
  • Provide front line phone support for our customer base
  • Own the investigation and resolution of customer cases while collaborating with the teammates within our support organization on escalated cases, as needed
  • Professionally and effectively document interactions with customers within the organization's CRM platform
  • Create and refine knowledge base articles

Requirements

Required Qualifications

  • Bilingual fluency in Spanish & English
  • High school degree or GED + advanced technical certification
  • Relevant work experience in a professional customer support environment
  • Comfortable with navigating through different operating systems
  • Able to troubleshoot Android and iOS

Preferred Qualifications 

  • Knowledge supporting different mobile based technologies and platforms
  • Able to interact professionally and effectively via on-call interactions with customers
  • Bachelor’s degree or equivalent work experience
  • Excellent verbal and written communication skills in English
  • Team player who can make free thinking decisions in difficult and ambiguous situations
  • Initiative to grow personally and professionally through the daily case and project work


Benefits and Perks

  • Medical, vision, and dental insurance
  • Short term, long term, and life Insurance
  • 401K/Roth options
  • Monthly phone allowance
  • Work From Home stipend
  • Stock equity options after 90 days
  • 15 days PTO
  • Exceptionally collaborative and relaxed office space with complimentary breakfast, snacks, and gym access

Locusview is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

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