What you’ll be doing...
Fleetmatics has an immediate need for a Senior Application Support Engineer Team Lead to join our expanding team in our Telematics HQ in Atlanta, Georgia.
This is a strategic role requiring strong technical, communications, and leadership skills. You will be responsible for providing consultancy and technical direction around Hardware and in-field equipment, uptime, performance, incident and Problem management as well as tracking of system/hardware defects for a global SaaS based product suite serving customers around the globe. The role will involve collaborating with a team of business analysts, developers, field engineers and customer care teams. This is a hands-on role that requires a high sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers. This leadership role will call for strong ethical, mentoring and coaching skills and will be responsible for upholding and maintaining day to day operations within the Hardware Application Support group.
•Lead in maintaining system uptime and performance around our hardware devices and systems
•Lead actively monitoring, logging and responding to production application incidents
•Lead and co-ordinates development of technical team projects and tasks
•Invest, research or help develop emerging, needed, tools and technologies to advance the teams autonomy
•Contributes to strategic team decisions and determines priorities of major milestones
•Responsible for fostering relationships with their team and the wider organisation
•Help transition processes into closed loop automated improving MTTR
•Setup training schedules and drive upskilling to lower level engineers
•Drive and lead in analysis and resolution of incidents and performance issues on hardware and automotive vehicles
•Expert level Troubleshooting around technical customer tickets and takes ownership to drive remediation and RCA. Works closely with Engineering teams and Problem Management group
•Advanced knowledge of hardware product line and related technologies, with deeper knowledge of components assigned to team and dealing with technical Tier II & III support tickets, with deeper knowledge of components assigned to team
•Collect, log and analyse stats on hardware performance, problems and failures with the aim to improve existing processes or creating missing processes for the teams.
•Advise on Fleetmatics Production hardware and; expert in own area
What we’re looking for...
Essential Skills & Experience
•5+ years in an Application or Hardware Support Role - Degree in Computer Science or Electronic Engineering
•Extensive experience with 12/24V vehicle installation practises and aftermarket product experience
•Advanced Vehicle Wiring knowledge, electronic diagnostic practises and general understanding of automotive schematics.
•Cell carrier knowledge with Modem, SIM and APN configuration experience
•Advanced SMS/UDP communication knowledge
•Working knowledge with Windows server environments, Windows and native Services, Console Services, Event Logging, and Viewers
•Strong SQL Database experience to run querying for troubleshooting
•Familiarity with the use of Application monitoring tools in either a software, infrastructure or hardware environments
•Arduino and/or Raspberry pi experience for testing and data collection is a plus
•Ability to learn and work in an ITIL service delivery