8 Support Engineer Jobs in BROOMFIELD, CO
IkeGPS is Hiring a Support Engineer Near BROOMFIELD, CO
Position Overview
The Support Engineer acts as the user-facing knowledge and expertise contact for our IKE products. As a Support Engineer, you will be responsible for providing our clients with an unmatched customer service experience ensuring satisfaction, retention, and adaptation of IKE platforms and features. The IKE Support Engineer will be expected to resolve Tier 1 and Tier 2 technical issues while also driving pre-emptive solutions while leveraging customer support software such as Jira, Zendesk, and Salesforce. The Support Engineer works cross-functionally with the service & support, Finance, and engineering teams to support user-facing workflows.
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Position location
The position is located within the Broomfield Office.
- In-office attendance is required 4 days a week
- Remote days can be arranged for special circumstances
Key responsibilities
Customer Support
- Triage, diagnose and drive to resolution customer support requests
- Timely and quality responses for internal and external support inquires
- Provide customers with product knowledge, support, and answers to their inquiries
- Troubleshoot technical problems
- Test IKE products to assist customers in finding workflow solutions, troubleshooting & workarounds
- Test IKE hardware and create reports for the ikeGPS owned pool of refurbished devices
- Introduce ikeGPS Support and create accounts for new customers
- Follow up on support tickets and ensure responses meet identified SLA’s
- Create or assist in creating content for support documentation
- Work with Finance, Sales, and Operations to ensure customer orders meet specifications
- Perform shipping & logistics duties for customer shipments
- Flexible, easy to adapt to a new task, new workflows, etc
- Friendly and approachable- easy to work with customers as well as internal parties
- Excellent communication skills, especially clear, impactful writing
- Excellent problem-solving skills
- Ability to work outside as needed for testing, training, etc
- Bachelor’s Degree in a technology, science OR GIS related field or related work experience equivalent
- Familiarity with help desk software: Zendesk
- Good understanding of mobile device OS: iOS and Android
- Experience with CRMs, Zendesk, Salesforce etc.
- Computer literacy: PC MS Office.
- Excellent customer and interactive team skills are required.
- Strong communication skills and comfortable speaking to groups.
- Exceptional problem solving and critical thinking skills.
- Excellent organizational and time-management abilities.
- Knowledge of GPS, GIS, and land survey techniques.
- Experience in the Utility industry, particularly with Outside Plant a plus.
Product Support
- Test IKE hardware and create summary reports
- Provide product feedback that can be used to steer product development
- Create training content and support documentation
- Submit, comments, edits, and assist with development customer support tickets, feature request stories, tech debt stories, and bug tickets
- identify software bugs, test bugs, write up bug reports
- Act as a customer advocate in product planning and developmental team discussions
- Attend Bugs triage meetings to provide customer/user insight on issues/bugs
- Provide insights, observations, etc. to development team as needed
Key relationships
Works closely with Support team members, FDC Manager, and Sales. Works closely with Finance to assist in customer transactions and asset workflows.
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Competencies
| Competency | Demonstrated by |
| Leadership | Ability to motivate and lead the team in the project process, etc. to deliver output. Leads others in a way that promotes and demonstrates ikeGPS’s core values such as manaakitanga. |
| Self-management | Effectively plans and organize work to achieve desired outcomes; proactive, remains focused, takes action to overcome obstacles and follows through to completion with little or no supervision. |
| Integrity | Is fair, open, honest and consistent in behaviour and can be relied upon and generates confidence in others through professional and ethical behaviour |
| Relationship building | Builds and maintains positive and productive working relationships and networks both internally and externally as required. Capable and willing to mentor and guide peers and others in their grow to ensure consistency and maintainability of the product range. |
| Organisation | Able to organise own work and priorities and balance these against business needs. |
| People management | Day-to-day people management of team, Able to effectively manage and develop an effective team of direct reports. Identifying areas of development and providing coaching/mentoring as needed. Upholding the IKE value of manaakitanga by addressing areas of performance and the achievement of objectives constructively and in a timely manner. |
| Persuading and influencing | Gains the co-operation of others by seeking their points of view; understands differing views and identifies points of agreement; negotiates solutions to meet the objectives of all parties where possible; confidently advocates a preferred project approach team which allows others to be convinced. |
| Communication | Excellent communicator able to adjust to the appropriate levels and avenues of communication at the appropriate time to ensure that everyone is up to date on development. Adept at keeping communication lines open |
| Decision-making | Capable of sound judgement, with clear explanations of reasoning behind decisions. Able to demonstrate an appropriate level of autonomy and accountability. |
| Security Awareness | Strong in keeping security in mind at all times, e.g., cybersecurity, protecting IKE’s architecture and customer data from cybersecurity breaches. Able to ensure that systems and processes meet security and compliance expectations. |
Selection criteria – essential
- Flexible, easy to adapt to a new task, new workflows, etc
- Friendly and approachable- easy to work with customers as well as internal parties
- Excellent communication skills, especially clear, impactful writing
- Excellent problem-solving skills
- Ability to work outside as needed for testing, training, etc
Required Qualifications:
- Bachelor’s Degree in a technology, science OR GIS related field or related work experience equivalent
- Familiarity with help desk software: Zendesk
- Good understanding of mobile device OS: iOS and Android
- Experience with CRMs, Zendesk, Salesforce etc.
- Computer literacy: PC MS Office.
Desirable Skills:
- Excellent customer and interactive team skills are required.
- Strong communication skills and comfortable speaking to groups.
- Exceptional problem-solving and critical thinking skills.
- Excellent organizational and time-management abilities.
- Knowledge of GPS, GIS, and land survey techniques.
- Experience in the Utility industry, particularly with Outside Plant a plus.
Job Summary
Full Time
Durable Manufacturing
$69k-90k (estimate)
05/01/2024
06/30/2024
WELLINGTON, WELLINGTON
50 - 100
2003
GLENN STEFAN MILNES
$5M - $10M
Durable Manufacturing
The job skills required for Support Engineer include Troubleshooting, Customer Support, Customer Service, Problem Solving, Help Desk, Product Support, etc. Having related job skills and expertise will give you an advantage when applying to be a Support Engineer. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Support Engineer. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Support Engineer positions, which can be used as a reference in future career path planning. As a Support Engineer, it can be promoted into senior positions as a Specifications Writer that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Support Engineer. You can explore the career advancement for a Support Engineer below and select your interested title to get hiring information.
