Full-Time
Technical Support Engineer
Salesforce, Tier 2
Confirmed live in the last 24 hours
Sitetracker
201-500 employees
Cloud-based project management for infrastructure
Junior, Mid
London, UK
Hybrid position requiring some in-office days.
You match the following Sitetracker's candidate preferences
Employers are more likely to interview you if you match these preferences:
- Apply Salesforce Administration and Salesforce Service Cloud experience on a daily basis
- Work with external customers to understand, reproduce, diagnose and resolve technical and configuration issues
- Configure workarounds for Sitetracker on the Salesforce Platform using out of the box functionalities to enhance our core feature set and meet a business need/resolution for our customers
- Ability to manage customer inquiries via voice, chats, emails, and logged cases in a timely and accurate manner
- Communicate clearly via telephone, email, and chat while displaying strong listening skills
- Consistently document discussions and solutions in a clear and concise manner
- Maintain composure in stressful situations, respond to customer needs quickly and effectively
- Able to communicate complex concepts to clients in an easily digestible format that relates to their business need
- Ability to work autonomously as well as work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
- Work flexible schedules which may include evenings, weekends or holidays
- Ability to develop and review content for the Community and Knowledgebase
- Investigating system outages, performance degradations, and technical roadblocks, ensuring rapid resolution and minimal disruption to business operations
- Managing incoming cases
- Performing root cause analysis
- Collaborating with the Sitetracker Engineering and Product teams to address complex technical challenges
- Building expertise in the Sitetracker product and becoming Sitetracker Certified
- Creating project templates, reports and dashboards to troubleshoot and guide customers
- Building upon Salesforce knowledge by completing Trailhead training
- Understanding and following the playbook to ensure proper procedures are enacted
- Learning and understanding common customer requests and building the Support team Knowledge base
- Resolving customer configuration and workflow functional issues within the Sitetracker platform
- Partnering with software engineering, product, and peers to solve complex configuration issues and technical code issues while managing consistent communication and updates with the customer
- Providing updates and follow-up on all requests while meeting the contracted SLA’s
- Knowing key concepts of the support role needed to triage requests to the appropriate internal teams for quick resolution
- Training customers and peers on how to use and configure features within the Sitetracker product
- Configuring, troubleshooting and workaround issues utilizing Salesforce and Sitetracker features
- Making enhancements to the growing playbook and processes that enhance and improve customers' experience
- Providing product enhancement ideas to the product team to enhance the core product and functions
- Understanding critical customer functions and providing autonomous resolutions to issues and questions
- Working with new analysts, developers, and admins to assist in training best practices
- Contributing to the Sitetracker Knowledge by developing best practices, tips, and training scripts/documentation for customers on proper administration of environments
- Having autonomy to make critical decisions on customer support
- Working with other Technical Engineers to establish best practices and provide a consistent support experience for customers
- Leading internal training sessions on new features that are/have come out on the Salesforce and Sitetracker platforms
- Identifying symptoms, patterns, and solutions for future customer challenges
Sitetracker provides a cloud-based platform designed to help businesses manage and streamline their infrastructure projects, particularly for those in construction, engineering, telecom, and energy sectors. The software includes features for project forecasting, scheduling, cost control, payment management, and field technician dispatching, all aimed at improving efficiency and visibility. Built on Salesforce, it leverages advanced document management, machine learning, and security features. Unlike many competitors, Sitetracker also offers solutions for managing distributed assets like billboards and bus shelter ads, facilitating clear communication across teams. The goal of Sitetracker is to equip businesses with the tools necessary to enhance efficiency, control costs, and make informed, data-driven decisions in managing repeatable projects.
Company Size
201-500
Company Stage
Series D
Total Funding
$148.8M
Headquarters
Palo Alto, California
Founded
2013
Simplify's Take
What believers are saying
- Partnership with VETRO enhances GIS-driven workflows for efficient fiber network deployments.
- EuroTeleSites' selection highlights Sitetracker's ability to replace legacy systems effectively.
- Recognition on Deloitte Technology Fast 500™ underscores rapid growth and industry leadership.
What critics are saying
- Emerging SaaS platforms could erode Sitetracker's market share.
- Reliance on Salesforce infrastructure may affect cost structure and service delivery.
- Data privacy regulations may require significant investment in compliance measures.
What makes Sitetracker unique
- Sitetracker integrates AI and automation for optimized asset lifecycle management.
- The platform is built on Salesforce, offering advanced features and enterprise-grade security.
- Sitetracker serves major telecom and energy companies, managing over $25 billion in assets.
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Benefits
Remote Work Options
Growth & Insights and Company News
6 month growth
↓ -1%1 year growth
↑ 0%2 year growth
↑ 6%Cost and time savings will drive efficiencies; powerful analytics sharpens rollout strategiesMONTCLAIR, N.J., Aug. 21, 2024 /PRNewswire/ -- Sitetracker , the world's leading provider of deployment operations management software, will implement its software at EuroTeleSites , third largest listed company in Europe with markets in Austria, Bulgaria, Croatia, Slovenia, North Macedonia, and Serbia. With Sitetracker, EuroTeleSites will increase the efficiencies of wireless infrastructure deployments across all countries, improve product management and asset management, and harness its troves of proprietary data for strategic insights.With more than 13,500 sites across CEE, EuroTeleSites deploys, operates, and maintains a massive network of critical infrastructure that wireless service providers across all six countries use. Rising customer expectations led to the company's plan to move off its legacy asset management software to a modern platform with better usability and built-in data analytics. EuroTeleSites will make that digital transformation with Sitetracker."The approximately 400,000 mobile towers of all telcos and TowerCos throughout Europe form the infrastructural backbone of an increasingly digital, mobile society. As a tower operator, this requires close coordination with customers, authorities, landlords and suppliers: from site selection to construction and maintenance
Digital infrastructure leaders showcase integrated solution at Fiber Connect 2024MONTCLAIR, N.J., July 29, 2024 /PRNewswire/ -- Sitetracker , the world's leading provider of deployment operations management software, is expanding its GIS Link tool with the addition of VETRO , the market-leading cloud-native fiber management system provider. Announced at Fiber Connect 2024, the partnership provides Sitetracker's broadband customers with geospatial design data from VETRO so they can plan and deploy fiber networks with greater speed and efficiency.With the two-way integration between VETRO's FiberMap interactive mapping and asset inventory solution and Sitetracker, customers gain enriched GIS-driven workflows and visualized network buildouts. The partnership provides companywide visibility into programs and projects, efficient resource allocation, and smoother handoffs between project phases, enhancing collaboration among engineering and construction teams.Sitetracker announces partnership at Fiber Connect 2024 to help broadband customers deploy fiber networks faster. Post this"Fiber network deployments and expansions are complex and require intricate coordination across multiple teams and systems," said Giuseppe Incitti, CEO, Sitetracker. "As operators and contractors globally attempt to meet aggressive FTTH buildout targets, while optimizing historic private and public funding, they need more precision, detail, and insights than ever before. With VETRO's mapping incorporated, Sitetracker customers have an end-to-end fiber solution that gives them the tools they need to succeed."Among the key features Sitetracker will offer with the new integration are easy importing of processes for fiber designs, automatic assignment of work to design elements, and status and progress updates directly linked to designs."Sitetracker is unlocking new efficiencies and management solutions that, combined with our intuitive fiber management system, are radically transforming the broadband landscape," said Will Mitchell, CEO, VETRO
MONTCLAIR, N.J., July 23, 2024 /PRNewswire/ -- Sitetracker, the world's leading provider of deployment operations management software, will offer guidance to broadband operators and contractors at Fiber Connect 2024 next week on how they can best leverage federal and state funding programs for their critical infrastructure deployment. Brant Carter, Sitetracker's head of product strategy, will participate in the panel, "Permitting New Rules: Best Practices for Working with Local Agencies" on Monday at the Nashville event hosted by the Fiber Broadband Association. Sitetracker will also host "Fiber Innovation Lab" booth sessions, outlining best practices for digitizing fiber deployment and showcasing the company's newest and upcoming features for fiber operators and contractors. The sessions will feature digitization solutions such as:Production tracking capabilities to drive quicker invoicing and payments;. A new fiber management partner that increases available GIS Link data sources for customers;
Sitetracker, a Montclair-based leader in deployment operations management, recently announced that U.K.-based Evyve, an expanding electric vehicle charging company, has selected it to help deploy and manage its hundreds of EV charging stations across England, Scotland and Wales. Evyve’s charging stations are already widely available at retail and leisure outlets, business parks and restaurants, and, with Sitetracker, the company will be able to more quickly deploy even more stations to help drivers transition to clean energy more quickly. Evyve is a joint venture between EVY Infrastructure Partners and Peel NRE. Peel NRE’s portfolio includes diverse energy projects in pursuit of sustainable growth and helping the U.K. achieve net zero by 2050
MONTCLAIR, N.J., June 27, 2024 /PRNewswire/ -- TowerCom Enterprises, a leading national wireless infrastructure developer, has partnered with Sitetracker to standardize its telecommunications operations. Sitetracker, the leader in deployment operations management, will enable TowerCom to manage its tower deployments, operations, and maintenance more quickly and efficiently amid the company's significant growth.TowerCom had been relying on multiple disparate technologies to manage its assets and development operations. With contracts from some of the world's largest wireless service providers, TowerCom knew it needed a more sophisticated and insightful platform on which to run its business. After evaluating several options, TowerCom selected Sitetracker due to its ease of scalability, integrations with other business software including its accounting systems, and the dedication of the Sitetracker team."We're looking forward to having a fully integrated development, sales, and asset tracking platform that will provide a comprehensive solution to integrate our business operations," said George Davis, TowerCom's Chief Operating Officer and Managing Partner. "We expect Sitetracker to significantly enhance the ability of our senior management to report results in real time and deliver for our carrier clients and investments. From new site development to accounting, we see the value in the insights and efficiencies that Sitetracker will bring to our growing business."With Sitetracker's specialized, purpose-built Tower platform, TowerCom can:Streamline site developmentFacilitate rapid deployment of build-to-suit projectsCentralize previously disconnected data sourcesMaximize tower monetizationOptimize tower operations"Modern tower companies are evolving to keep pace with the dynamic telecom industry that is prioritizing 5G and denser networks in both urban and rural areas," said Giuseppe Incitti, CEO of Sitetracker