How you’ll make an impact:

• Provide prompt and accurate feedback to stakeholders
• Support stakeholders through various modes of communication (e.g. phone, ticketing system, email and in person) for all Geotab and integrated products
• Gather relevant information by evaluating and analyzing the symptoms to resolve technical firmware, hardware or software issues involving vehicle data, connectivity, core product functionality
• Effectively manage issue queue:
• Ask targeted questions to quickly understand the root of the problem. Ensure all issues are properly logged. Prioritize and manage several open issues at one time.
• Investigate high priority vehicle data quality issues that interfere with Geotab’s products
• Support and document root cause analysis on potential adverse interactions between Geotab’s systems and vehicles including visiting customer sites for field investigations when necessary
• Use Cloud-based data warehouses (e.g. BigQuery and Google Cloud compute) for automated analysis of vehicle data and identify vehicle support gaps from our products
• Maintain legacy products, if applicable, and the support of vehicles using those products
• Support Geotab global strategic initiatives

What you’ll bring to this role:

• 3+ years experience in a Support Engineering role
• Post-Secondary Degree/Diploma specialization in Mechanical, Mechatronics, Electrical, Computer, Systems Design, Automotive or a related field
• Experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset
• Strong aptitude for understanding and breaking down complex technical problems
• High level of experience with various vehicle systems
• High level of experience with automotive diagnostic standards (e.g. SAE J1939, SAEJ1979, KWP/2000, UDS 14229, ISO 27145 WWH-OBD)
• High level of experience with physical layers (e.g. CAN bus, K-Line/ISO9141, VPW/PWM, Single Wire CAN etc.)
• Proficient in SQL or Google Big Query equivalent, Python
• Strong verbal and written communication skills
• Able to work well under pressure and respond to fast changing priorities and deadlines
• Highly organized and able to manage multiple tasks and projects simultaneously
• A strong team-player with the ability to engage with all levels of the organization
• Strong analytical skills with the ability to problem solve to well-judged decisions