Technical Support Analyst supporting EcoOnline’s workplace safety and sustainability SaaS customers. Troubleshooting, triaging, documenting, and resolving issues across multiple support channels.
About the role
- Support Engineering professional troubleshooting Geotab’s connected-vehicle software and embedded systems. Analyzing support trends and collaborating with engineering teams to improve fleet technology.
Responsibilities
- Provide timely and effective technical support to internal and external stakeholders, resolving software or embedded-product issues
- Clearly communicate complex technical information to diverse audiences
- Proactively troubleshoot issues and address potential problems before they affect stakeholders
- Use data analytics and tools to identify trends in support inquiries
- Monitor applications and systems for performance issues and take proactive measures to ensure stability and reliability
- Contribute to developing and maintaining technical troubleshooting documentation
- Collaborate with product development and engineering teams to provide feedback and identify product improvements
- Maintain detailed records of stakeholder interactions, issues, and resolutions in a ticketing system
- Manage the issue queue by asking targeted questions, logging interactions, and prioritizing high-impact cases
- Build and maintain relationships with internal stakeholders and ensure satisfaction
- Participate in ongoing training and professional development
- Support Geotab global strategic initiatives
- Provide on-site support to resellers and customers when applicable
Requirements
- 1-5 years of experience in an Engineering Support role within a technical or engineering organization
- 0 - 1 years of required previous related experience
- Post-Secondary Diploma/Degree with a specialization in Computer Science, Electrical, Software Engineering, or a related field
- Proficiency in programming and scripting languages, including SQL, Python, PowerShell, JavaScript, and C#
- Advanced skills in Excel
- Experience with data analysis and visualization
- Proficiency with Google Workspace (Sheets, Docs, Slides)
- Proven ability to diagnose and troubleshoot basic technical issues across hardware and software platforms
- Excellent verbal and written communication skills
- Strong customer service principles and high attention to detail
- Reliable internet connection with at least 50mb DL/10mb UL when working from home
- Proof of eligibility to work
- Ability to pass a background check
Benefits
- Flex working arrangements
- Home office reimbursement program
- Baby bonus & parental leave top up program
- Online learning and networking opportunities
- Electric vehicle purchase incentive program
- Competitive medical and dental benefits
- Retirement savings program
- Online social events, chat rooms and gatherings
- Work-life balance
- Cloud-based applications, collaboration tools and asynchronous working
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