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    [updated_at] => 2022-05-24T14:34:03-04:00
    [requisition_id] => 59
    [title] => Customer Support Engineer
    [content] => <p>Ridecell Inc. is the leading IoT platform provider for digital fleet transformation. Ridecell brings the transformative power of IoT to mobility and logistic fleets with the only platform and solutions built specifically for fleets. Fleet IoT converts siloed data streams into real-time insights, takes advantage of digital vehicle control, and turns today’s manual processes into automated workflows.</p>
<p>Ridecell powers some of the most successful fleets in cities across Europe and North America. These include services by Ferrovial, Groupe Renault, Gig Car Share from AAA, and Toyota Sweden. Ridecell teams are operating globally out of offices in San Francisco, Madrid, Paris, Berlin, and Pune India.</p>
<p><strong>Job Overview:</strong></p>
<p>As the Customer Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.</p>
<p>You will collaborate with other Support, Engineering, Product, and Customer Success team members. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Key deliverables of this role are the ongoing development and enhancement of documentation and processes for issue investigation and resolution, cross-functional communication, and training.</p>
<p><strong>Responsibilities and Duties:</strong></p>
<ul>
<li>Lead the customer initiative from the support process acting as the primary customer liaison/point of contact</li>
<li>Advocate for customer and product needs across teams</li>
<li>Triage, investigate, and resolve issues</li>
<li>Develop product documentation knowledge-base including investigative steps for issue resolution and developing executable team processes</li>
<li>Review reported customer issues and prepare documentation including Investigation Summaries, User Guides, Troubleshooting Steps, and FAQs</li>
<li>Conduct internal team training and external customer training</li>
<li>Escalate issues to engineering through an established process</li>
<li>Attend customer meetings and convey learnings and relevant information</li>
<li>Lead cross-team issue investigation meetings</li>
<li>Provide hands-on assistance with customer launches on customer site</li>
<li>Some travel required for customer launch-related activities</li>
</ul>
<p><strong>Required Experience</strong></p>
<ul>
<li>3+ years technical support, consulting, or other customer-facing experience</li>
<li>Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious</li>
<li>Basic experience in any backend language: Python, Java, .Net, or another object-oriented programming language, and willingness to learn Python</li>
<li>Working knowledge of SQL queries</li>
<li>Excellent organizational, written, and oral communication skills – you must be able to convey technical jargon in a wide array of syntax</li>
<li>Strong verbal and written communication, willingness to contribute to knowledge base articles</li>
<li>Experience communicating complex customer issues to development teams</li>
<li>A strong sense of urgency</li>
<li>The ability to empower end-users to support themselves using our knowledge base</li>
<li>A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform</li>
<li>Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation</li>
<li>Basic knowledge of various mobile platforms (e.g. iOS, Android)</li>
</ul>
<p><strong>Preferred Experience</strong></p>
<ul>
<li>Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)</li>
<li>Experience providing customer support and troubleshooting issues in a SaaS environment with an assertive deployment schedule</li>
<li>Experience working with vehicle telematics</li>
<li>Basic understanding of how SaaS integrations work</li>
<li>Experience with Zendesk, Jira, Confluence, Quip, and similar tools</li>
<li>Knowledge of PagerDuty, Google Docs, Sheets, Slides, Meet, Zoom, and Gmail</li>
</ul>
<p><strong>Perks + Benefits:</strong></p>
<ul>
<li>Competitive salary</li>
<li>Stock options</li>
<li>Opportunity to work remote</li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif;"><strong>Perks &amp; Benefits:</strong></span></p>
<ul>
<li><span style="font-family: arial, helvetica, sans-serif;">Remote workforce</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">100% Employee Covered Medical/Dental/Vision (90% Dependents)</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Unlimited PTO</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Life Insurance</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">401k</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">FSA</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Commuter Benefits</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Wellness activities - Virtual Workouts</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Happy Hours</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Company Events</span></li>
<li><span style="font-family: arial, helvetica, sans-serif;">Dog Friendly</span></li>
</ul>
<p><span style="font-family: arial, helvetica, sans-serif;"><strong>But, the real perks are:&nbsp;&nbsp;</strong></span></p>
<ul>
<li style="font-weight: 400;"><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">Challenging and fun work - you'll never have a boring day</span></li>
<li style="font-weight: 400;"><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">World-class team that thrives working collaboratively and solving challenging problems</span></li>
<li style="font-weight: 400;"><span style="font-family: arial, helvetica, sans-serif;"><span style="font-weight: 300;">The opportunity to use data and technology to build the future of fleet automation and mobility</span><span style="font-weight: 300;"> </span></span></li>
</ul>
<p>&nbsp;</p>
<p><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">Ridecell is not only committed to building our own diverse and inclusive company, we celebrate our differences and actively work with all Ridezillas in achieving their career ambitions in the broader ecosystem. We are an equal opportunity employer and encourage all applicants to apply, no matter your race, religion, sex, national origin, sexual orientation, age, disability, gender identity, or gender expression. If we can do anything to improve your application and interview process, please let us know!</span></p>
<p>&nbsp;</p>
<p><span style="font-weight: 300; font-family: arial, helvetica, sans-serif;">To all recruitment agencies: Ridecell does not accept unsolicited resumes. Please do not forward resumes to Ridecell employees. Ridecell is not responsible for any fees related to unsolicited resumes.</span></p>
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Customer Support Engineer

At Ridecell View All Jobs
United States • Remote

Ridecell Inc. is the leading IoT platform provider for digital fleet transformation. Ridecell brings the transformative power of IoT to mobility and logistic fleets with the only platform and solutions built specifically for fleets. Fleet IoT converts siloed data streams into real-time insights, takes advantage of digital vehicle control, and turns today’s manual processes into automated workflows.

Ridecell powers some of the most successful fleets in cities across Europe and North America. These include services by Ferrovial, Groupe Renault, Gig Car Share from AAA, and Toyota Sweden. Ridecell teams are operating globally out of offices in San Francisco, Madrid, Paris, Berlin, and Pune India.

Job Overview:

As the Customer Support Engineer, you are the primary point of contact when Ridecell’s customers ask questions, report issues, and require product assistance. You will guide the customer through our defined resolution and escalation processes as well as advocate for their needs. You will develop a deep knowledge of their business model and how best to leverage Ridecell’s integrated platform and tools.

You will collaborate with other Support, Engineering, Product, and Customer Success team members. You will follow a well-articulated process and data-driven metrics to help the business identify and remedy gaps in the platform support structure, identify bugs in the platform, and triage closely with the engineering teams for fixes. Key deliverables of this role are the ongoing development and enhancement of documentation and processes for issue investigation and resolution, cross-functional communication, and training.

Responsibilities and Duties:

  • Lead the customer initiative from the support process acting as the primary customer liaison/point of contact
  • Advocate for customer and product needs across teams
  • Triage, investigate, and resolve issues
  • Develop product documentation knowledge-base including investigative steps for issue resolution and developing executable team processes
  • Review reported customer issues and prepare documentation including Investigation Summaries, User Guides, Troubleshooting Steps, and FAQs
  • Conduct internal team training and external customer training
  • Escalate issues to engineering through an established process
  • Attend customer meetings and convey learnings and relevant information
  • Lead cross-team issue investigation meetings
  • Provide hands-on assistance with customer launches on customer site
  • Some travel required for customer launch-related activities

Required Experience

  • 3+ years technical support, consulting, or other customer-facing experience
  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Basic experience in any backend language: Python, Java, .Net, or another object-oriented programming language, and willingness to learn Python
  • Working knowledge of SQL queries
  • Excellent organizational, written, and oral communication skills – you must be able to convey technical jargon in a wide array of syntax
  • Strong verbal and written communication, willingness to contribute to knowledge base articles
  • Experience communicating complex customer issues to development teams
  • A strong sense of urgency
  • The ability to empower end-users to support themselves using our knowledge base
  • A desire to proactively seek solutions to problems and propose improvements to make Ridecell the leading transportation platform
  • Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Basic knowledge of various mobile platforms (e.g. iOS, Android)

Preferred Experience

  • Previous work in the transportation space (e.g. transit agency, university transportation, TNC company, and fleet asset management)
  • Experience providing customer support and troubleshooting issues in a SaaS environment with an assertive deployment schedule
  • Experience working with vehicle telematics
  • Basic understanding of how SaaS integrations work
  • Experience with Zendesk, Jira, Confluence, Quip, and similar tools
  • Knowledge of PagerDuty, Google Docs, Sheets, Slides, Meet, Zoom, and Gmail

Perks + Benefits:

  • Competitive salary
  • Stock options
  • Opportunity to work remote

Perks & Benefits:

  • Remote workforce
  • 100% Employee Covered Medical/Dental/Vision (90% Dependents)
  • Unlimited PTO
  • Life Insurance
  • 401k
  • FSA
  • Commuter Benefits
  • Wellness activities - Virtual Workouts
  • Happy Hours
  • Company Events
  • Dog Friendly

But, the real perks are:  

  • Challenging and fun work - you'll never have a boring day
  • World-class team that thrives working collaboratively and solving challenging problems
  • The opportunity to use data and technology to build the future of fleet automation and mobility

Ridecell is not only committed to building our own diverse and inclusive company, we celebrate our differences and actively work with all Ridezillas in achieving their career ambitions in the broader ecosystem. We are an equal opportunity employer and encourage all applicants to apply, no matter your race, religion, sex, national origin, sexual orientation, age, disability, gender identity, or gender expression. If we can do anything to improve your application and interview process, please let us know!

To all recruitment agencies: Ridecell does not accept unsolicited resumes. Please do not forward resumes to Ridecell employees. Ridecell is not responsible for any fees related to unsolicited resumes.

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