Technical Support Engineer @ Fyusion

INACTIVE

Full-Time

Technical Support Engineer

Posted on 3/31/2023

Fyusion

51-200 employees

Creates 3D vehicle imagery using AI and computer vision

Data & Analytics

Automotive & Transportation

AI & Machine Learning

Junior

Remote

Required Skills

Bash

Communications

JIRA

iOS/Swift

Customer Service

Android Development

Linux/Unix

Requirements

BS degree in Information Technology, Computer Science or equivalent
Minimum 2 years of experience in enterprise technical support, IT support or as a technical engineer
Excellent troubleshooting skills
Excellent client-facing skills
Excellent written and verbal communication skills
Proficiency with MacOS
Familiarity with mobile apps, both iOS and Android platforms
Experience with ticketing systems
Experience with monitoring systems
Experience with Linux OS
A good communicator, who is patient and fun! And has the capability to explain technical stuff to non-technical audiences

Responsibilities

Customer service team will collect info and symptoms from customers and you will check logs and figure out which engineer or department to escalate with
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues, whether a bug or edge case
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity

Desired Qualifications

Experience with ServiceNow and JIRA
Experience with New Relic and Kibana
Ability to read code
Ability to read and write scripts (Bash)

Fyusion is a leading machine learning and computer vision company focused on automotive inspections and related applications. Our patented 3D format enables anyone to capture and display interactive 3D images using their smartphone, and enables significant added functionality with deep visual understanding and machine learning-driven analysis.

Founded in 2014, Fyusion is now part of the Cox Automotive family. Our team includes some of the world’s top researchers and developers in light field imaging and AI, continuing to push boundaries and innovate at the highest level from our San Francisco research center.

The Support Team is part of the Engineering Department at Fyusion that provides technical support on all Fyusion products to our customers by fielding phone calls, emails, and through our ticketing system. The Support team works closely and in direct communication with the Engineering Teams similar to level 2 support, troubleshooting reported issues by checking logs, graphs, and monitoring systems.

We are looking for a Technical Support Engineer that will diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware, and follow standard procedures to escalate unresolved issues to SREs and the appropriate internal departments.

Here’s the day to day:

Customer service team will collect info and symptoms from customers and you will check logs and figure out which engineer or department to escalate with.
Take ownership of customer issues reported and see problems through to resolution
Research, diagnose, troubleshoot and identify solutions to resolve customer issues, whether a bug or edge case.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Document knowledge in the form of knowledge base tech notes and articles
Follow the SLA for issues with respect to the severity.

Here’s what we are looking for:

BS degree in Information Technology, Computer Science or equivalent
Minimum 2 years of experience in enterprise technical support, IT support or as a technical engineer
Excellent troubleshooting skills
Excellent client-facing skills
Excellent written and verbal communication skills
Proficiency with MacOS
Familiarity with mobile apps, both iOS and Android platforms
Experience with ticketing systems
Experience with monitoring systems
Experience with Linux OS
A good communicator, who is patient and fun! And has the capability to explain technical stuff to non-technical audiences.

Bonus points for:

Experience with ServiceNow and JIRA
Experience with New Relic and Kibana
Ability to read code
Ability to read and write scripts (Bash)

Here’s what we can offer you:

A competitive compensation, health, vision and dental benefits with premiums paid by Fyusion, unlimited PTO plan, company holidays (including your birthday), and the chance to be part of a pioneering technology team!

We offer some amazing perks for those working from our SF HQ: commuter benefits, company catered lunches, a fully stocked snack pantry, tons of company off-sites, and a pup friendly workplace.

If you read this job description and saw your name all over this, apply! If you read this, and think that you might need some help hitting all of the points, please apply! We have an entire team who is happy to help and share our knowledge with you.

The benefits do not apply to contract or internship positions.

***PLEASE ONLY RESPOND TO EMAILS FROM OUR TEAM MEMBERS WITH A fyusion.com DOMAIN. BEWARE OF SCAMMERS AND PHISHING SCAMS RELATED TO EMPLOYMENT AND IDENTITY THEFT

Fyusion

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Website

View Company Profile

Fyusion, Inc., a Cox Automotive Company, is a leader in the visual intelligence segment of the automotive industry, leveraging its proprietary AI-Based Lightfield Information Suite (ALIS) to solve complex visual problems through 3D computer vision technologies and artificial intelligence. The company's technology enables users to create high-resolution, 3D vehicle imagery with common smartphones, and its patented .fyuse file format offers an immersive 360 experience with rapid load times. Fyusion's commitment to technical innovation and industry leadership is evident in its ability to extract actionable information from visual data, making it a dynamic and forward-thinking place to work.

Company Stage

M&A

Total Funding

$68.4M

Headquarters

San Francisco, California

Founded

2014

Growth & Insights

Headcount

6 month growth

↑ 5%

1 year growth

↑ 33%

2 year growth

↑ 38%

Benefits

Medical, dental, & vision care

Life & disability insurance

Competitive salary

Transportation subsidies

Unlimited PTO

Daily catered lunch & endless snacks

Dog-friendly office

INACTIVE