Customer Support Engineer I - IOT

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Core Responsibilities

• End-to-End Ownership: Take full ownership of reported customer issues, diagnosing and troubleshooting problems from initial contact through to final resolution.

• System Diagnostics: Research and identify solutions for complex system issues by leveraging internal databases, external resources, and technical intuition.

• Escalation Management: Follow standard operating procedures to escalate unresolved issues to the appropriate internal engineering or product teams.

• Knowledge Management: Document technical findings and solutions in the form of internal notes, FAQs, and user manuals to build our collective knowledge base.

• Operational Excellence: Prioritize and manage multiple open tickets simultaneously, ensuring all issues are logged accurately and reported on time.

• Application Mastery: Develop a deep functional and technical understanding of our proprietary software and ecosystem.

Required Skills & Qualifications
• Professional Experience: Proven track record as an Application, Product, or Customer Support Engineer.
• Communication: Excellent written and verbal skills, with specific experience managing customer interactions via Live Chat/Calls/Tickets.
• Technical Literacy: Basic knowledge of IT Networking and Hardware (e.g., connectivity, routers, local setups, Printers and scanners).
Familiarity with Jira for ticket processing and workflow management.
A basic understanding of IoT (Internet of Things) and software integration (preferred).
• Problem Solving: Ability to diagnose and address application-layer issues with a methodical, "complex-problem-solver" mindset.
• Adaptability: Ready to master employer-specific software quickly and work in rotational shifts (perks and benefits provided).

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics.

For more information on our privacy practices, please refer to our Applicant Privacy Notice here.