Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Support Engineer who will serve as a critical bridge between our frontline support teams and software development engineers, resolving complex technical challenges and driving continuous product improvement. In this Level 3 support role, you will root-cause escalated issues, collaborate cross-functionally to ensure fixes are implemented, and keep all stakeholders informed throughout. If you love digging into complex technical problems, working at the intersection of engineering and customer impact, and making a measurable difference on product quality - we would love to hear from you!
What you'll do:

As a Support Engineer, your key area of responsibility will be acting as the Level 3 escalation point between customer-facing support teams and Geotab's software development engineers - owning complex issues from identification through resolution and closing the loop with all parties. You will be responsible for diagnosing and troubleshooting technical issues across software and hardware platforms, leveraging your skills in SQL and Python or JavaScript to identify root causes and drive solutions. You will maintain detailed records in the ticketing system, manage multiple open issues simultaneously by asking targeted questions to quickly isolate root cause, contribute to technical troubleshooting documentation, and use data analytics to surface trends in support inquiries. You may also provide on-site support to resellers and customers and participate in a rotating on-call schedule when applicable.

To be successful in this role, you will be an adaptive, proactive problem-solver who thrives in a fast-paced, cross-departmental environment. The ideal candidate communicates complex technical concepts clearly to both engineering teams and external stakeholders, and is comfortable operating in Geotab's flat, entrepreneurial organizational structure where priorities shift quickly and ownership is expected.
How you'll make an impact:

• Provide timely and effective technical support to internal and external stakeholders, resolving issues related to software or embedded products
• Clearly communicate complex technical information to diverse audiences, including internal and external stakeholders
• Employ a proactive approach to troubleshooting by anticipating potential issues and addressing them before they impact stakeholders
• Utilize 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 the development and maintenance of technical troubleshooting documentation
• Collaborate with product development and engineering teams to provide feedback and assist in identifying product improvements
• Maintain detailed records of stakeholder interactions, issues, and resolutions in a ticketing system
• Effectively manage the issue queue by asking targeted and strategic questions to quickly identify root cause, ensuring all interactions are properly logged, and prioritizing multiple open issues simultaneously

What you'll bring to the role:

• Post-Secondary Diploma/Degree in Computer Science, Electrical Engineering, Software Engineering, or a related field
• 1-3 years of experience in software development or technical support engineering within a software or engineering organization
• Proficiency in SQL and at least one of: Python or JavaScript
• Proven ability to diagnose and troubleshoot technical issues across both hardware and software platforms
• Strong written and verbal communication skills, with the ability to convey complex technical concepts to technical and non-technical audiences
• To be eligible, candidates must have continuously resided in the continental United States for at least three years immediately preceding their application. Successful applicants will be required to provide verifiable documentation of continuous lawful residency. Some exceptions apply to US citizens.
• Ability to pass an enhanced background check, including a drug screening test (if applicable) and a credit check.
• Experience with data analysis and visualization tools such as Excel or Google Sheets

If you got this far, we hope you're feeling excited about this role! Even if you don't feel you meet every single requirement, we still encourage you to apply.

Please note: Geotab does not accept agency resumes and is not responsible for any fees related to unsolicited resumes. Please do not forward resumes to Geotab employees.

Why job seekers choose Geotab:

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

*The above are offered to full-time permanent employees only

How we work:

At Geotab, we have adopted a flexible hybrid working model in that we have systems, functions, programs and policies in place to support both in-person and virtual work. However, you are welcomed and encouraged to come into our beautiful, safe, clean offices as often as you like. When working from home, you are required to have a reliable internet connection with at least 50mb DL/10mb UL. Virtual work is supported with cloud-based applications, collaboration tools and asynchronous working. The health and safety of employees are a top priority. We encourage work-life balance and keep the Geotab culture going strong with online social events, chat rooms and gatherings. Join us and help reshape the future of technology!