[Hiring] Technical Success Architect @Platform Science

Role Description

The Technical Support Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation product and TMS solutions for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web-based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions. The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.

• 30% Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
• 20% Communicating with customers via inbound/outbound calls, emails, casework, and chats
• 20% Ensure individual and team SLA’s/KPI’s are maintained and on track
• 10% Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences
• 10% Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
• 4% Prioritize inbound cases and requests based on severity and customer impact
• 4% Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities
• 2% Collaborate on documentation creation needed for internal cross-functional teams

Qualifications

• Bachelor’s Degree or equivalent experience in a technology-related field
• 2+ years of experience working in software and hardware troubleshooting or development capacity
• Demonstrated success with root cause analysis
• Excellent communication skills via phone, verbal, and written
• Ability to work in a fast-paced, ever-changing environment, with a positive, growth-mindset attitude
• Travel less than 10 percent of the time
• Participation in on-call rotation

Requirements

• Position may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5)

Preferred Skills

• Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft servers
• Experience working with a CRM casing software
• Experience troubleshooting mobile or wireless communications
• Experience with the System Development Life Cycle (SDLC)
• Experience using and troubleshooting SQL, XML, HTML, Scripting
• Experience writing bugs and using Jira/Confluence
• Experience developing reports to analyze data trends and proposing meaningful conclusions
• Experience with troubleshooting and reviewing device logs
• Operations experience in the transportation industry

Benefits

• This is an exempt role.
• The estimated base salary for this role is between $85,000 and $117,750.
• Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands, and specific geographical location.
• This role may also be eligible for bonus, equity, and benefits.