Technical Support Engineer
Company Description
Mobile Reach makes field technicians more productive, more effective and more satisfied by providing them with mobile apps that are powerful and easy to use. We build, sell and support the leading mobile application platform for organizations in oil and gas, energy, utilities, medical device, telecom, manufacturing and other high-value industries. We do right by our customers, our partners and our employees every day by living our four core values:
Embrace the Platinum Rule - Treat others the way they want to be treated.
Show Honesty, Integrity, and Trustworthiness - Always be ethical and tell the truth.
Drive Purposeful Innovation - Deliver solutions that make our customers more successful.
Own the Outcome - Take initiative and be accountable for delivering positive results.
We are doing big things at Mobile Reach! We have an enormous opportunity ahead of us, and we know that our people make the difference between good and great. We focus on things that matter, steer clear of bureaucracy and get things done. And we have a lot of fun along the way. If you have a passion for innovation, are driven to put customers first, and ready to jump in with both feet, we want you to apply for this job.
Job Description
The Technical Support Engineer is a full-time position that uses the skills of an IT generalist and Mobile Reach product expert to support our customers as they deploy and maintain the Mobile Reach Platform. The Technical Support Engineer identifies, diagnoses and resolves any issues found in the product, and supports our customers throughout the delivery lifecycle and beyond. Candidates for this position should have a strong drive for quality and serving customers. They should think critically about the system as a whole and work collaboratively with developers and customers to ensure that customers are fully supported. The Technical Support Engineer acquires knowledge in all areas of the Mobile Reach Platform, and members of this team serve as an important resource for all other Mobile Reach departments.
Primary Responsibilities
First line of support for Mobile Reach's growing customer base
Manage incoming calls, emails, and chats regarding software support for our customers in Zendesk
Troubleshoot, document, and resolve technical issues for Client Services Team, DevOps Team, Customers, and Partners
Work with Client Services Team and DevOps Team to ensure quality service for our customers
Participate in integration, implementation, software updates, bug fixes, change requests and application support activities
Operate effectively and efficiently with limited supervision, and demonstrate familiarity with the full breadth of products and services offered by the company
Manage the customer relationship for Mobile Reach and support new business development activities
Handle customer complaints and provide appropriate solutions and alternatives within time limits; follow up to ensure resolution including identifying workarounds and communicating those to customer
Maintain a working knowledge of all company products and technologies
Job Requirements:
1-2 years of IT or technician support experience
Bachelor’s degree in Computer Information Technology, Networking and Systems Administration, or Computer Science OR equivalent in work experience
Quickly adapt to new technologies
Experience with one or more mobile OS platforms is helpful (iOS, Android)
Desire to take on complex and challenging projects
Patience in working with software at varying degrees of completion and usability
Able to juggle and prioritize multiple projects in different phases
Strong customer interfacing skills, such as Level 1 support training for our customers
Excellent oral and written communication skills
Ideal candidate will also have:
Strong experience supporting applications including XML, Web Services (AWS) and HTML/CSS
Experience with enterprise applications such as BMC Remedy, ServiceNow or other enterprise systems is an advantage
SQL for basic database queries
Knowledge or experience using mobile operating systems including Windows Mobile, Windows 10, iOS and Android
Knowledge of system integration technologies including SOAP, XML, and SQL
Experience administering Wordpress or similar CMS is a plus
Experience administering LearnDash (Wordpress plugin)
Experience with Selenium, Appium, or other automation testing systems
About Mobile Reach
Mobile Reach provides easy-to-use mobile apps that automate and improve field services for medium and large businesses. Our technology lets field technicians be more productive and serve customers better and helps service managers drive revenue and increase profitability.