Tier 3 Technical Support

Auckland, New Zealand · Customer Support expand job description ↓

Description

The Role

This position sits within the Technical Support department and reports to the Technical Support Manager - Australia and New Zealand (ANZ). The role will be involved in resolving Tier 3 customer requests and providing analytical and bespoke reports.

We are looking for someone who is hands on, familiar with electronic devices, networks, databases and software development. You’ll develop a working understanding of the place where user expectations and the technical capabilities of our products meet to provide value and a positive user experience for our customers.

The responsibilities of the role include:

  • The escalation point for Tier 3 issues being escalated from Tier 2 Technical support staff
  • Responsible for reproducing and confirming product defects and reporting such defects to Engineering and Product Management for future consideration
  • Solving customer and related issues raised from Tier 2 support teams
  • Identify database, vehicle hardware and Depot SaaS issues
  • Ensuring that assigned problems resolved to committed deadlines
  • Providing regular updates on the progress of escalated issues to Tier 2 Technical Support and, where applicable, the customer
  • Diagnose root-cause of issues
  • Analyse, recommend and implement preventative measures
  • Selective escalation to Engineering and Product Managers for product bugs, UX issues, missing help etc. and tracking and reporting on the progress of escalated issues.
  • Regular internal reporting on Issues and Problems
  • Ad-hoc and regular Customer reports

Requirements

What are we looking for?

While highly desirable, you do not need to have a degree in Computer Science or Electrical Engineering for this role – but it is essential that you have solid commercial experience in at least a couple of the following:

ITIL

Firmware and Software

Database Management

Electronics

Benefits

Why work at EROAD?

This is an excellent opportunity to join one of New Zealand’s fastest growing high-tech companies. EROAD offers a competitive salary and benefits, excellent career development opportunities, and a fun, fast-paced work environment.

We ensure you have the tools, technology and training to do your best work, and offer flexible work hours to help ensure a healthy work/life balance.

Want to know more? Apply now or download the Job description:

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