The PoleOS™ Company

Support Engineer

  • Operations
  • Broomfield, CO
  • Hybrid In-Office/Remote
  • Full Time
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Apply now on the G&A Website

About the role

The Support Engineer role is a position based out of our US headquarters in Broomfield, CO. This position provides direct support on a variety of technical topics to customers and internal partners during normal business hours. The products supported include hardware, software, and cloud-based applications. Our customer base is industrial (B2B) focusing on the utility & communications sector.

What you will do

As a Support Engineer, you will help drive solutions to customer problems and collaborate cross-functionally with other teams. When not providing support, you’ll serve on continuous improvement projects to streamline our business and optimize the customer experience.

  • Provide timely & accurate responses to support requests via email, webchat, and phone
    • With a focus on the quality of responses over quantity
  • Accurately capture technical details of problems for escalation to our engineering teams
  • Reproduce customer issues and investigate mitigation strategies
  • Coordinate logistics for customers receiving replacement hardware
  • Fulfill order shipments from our web store
  • Create documentation on processes, best practices, and troubleshooting.
  • Conduct quality assurance testing on hardware

About you

Required Qualifications and Experience
  • Bachelor’s Degree in technology, science, OR GIS-related field
    • Or related work experience equivalent
  • 1+ years of experience in a customer-facing problem-solving role
  • A high degree of familiarity with Windows & Android operating systems
Desirable Qualifications and Experience
  • Exceptional interpersonal & email communication skills
  • Strong work ethic
    • The ability to anticipate & complete tasks with minimal supervision
  • High attention to detail when large numbers of variables are present
  • Ability to empathetically understand customer impacts and prioritize accordingly
  • Strong business acumen
    • Understand our value and financial impacts to our business
  • Experience with CRM platforms such as Salesforce & Zendesk
  • Knowledge of GPS, GIS, and land survey techniques
  • Experience with “low-code” solutions using APIs
  • Experience in the utility industry
Why work as a Support Engineer for IKE?
  • Dynamic working environment
    • Do more than answer questions – highly cross-functional role with exposure to many different business aspects
  • Accessible advancement
    • The Support Team is a common entry point for employees across the organization
  • Small company atmosphere
    • Be recognized & have your ideas heard
  • Employees first – company mission always
    • Hybrid working & scheduling flexibility available for special circumstances
  • Relaxed office atmosphere
    • Stocked refreshments
    • Casual/business casual attire

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    Additional Information

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