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.

Responsibilities
  • 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

    Please note that ikeGPS will not share your or personal details to any person or organization without your permission. Please view our privacy policy. Should you no longer wish us to retain your resume, please let us know and it will be deleted from our database.

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