Engineering Support

Geotab; Waterloo; Hybrid; CAD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Support Engineering team member to join their dynamic environment. In this role, you will provide exceptional technical support and customer service, ensuring the smooth operation of software applications and hardware. You will engage with various stakeholders, troubleshoot complex issues, and collaborate with engineering teams to enhance product performance. This position offers a unique opportunity to work with cutting-edge technology in a flexible hybrid model, allowing you to balance professional growth with personal well-being. If you're passionate about technology and eager to make an impact, this role is perfect for you.

Benefits

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

Qualifications

• 0-3 years experience in a Support Engineering role.
• Understanding of automotive diagnostic standards and vehicle systems.

Responsibilities

• Provide escalated engineering support and customer service.
• Troubleshoot technical issues involving vehicle data and connectivity.
• Collaborate with engineering teams to resolve bugs and issues.

Skills

Technical Troubleshooting

Customer Service Principles

Analytical Skills

Communication Skills

Understanding of Vehicle Systems

Education

Post-Secondary Degree/Diploma in Mechanical or related field

Tools

Google Suite

SQL

Google Big Query

Job description

Geotab is a global leader in IoT and connected transportation and certified “Great Place to Work.” We are a company of diverse and talented individuals who work together to help businesses grow and succeed, and increase the safety and sustainability of our communities.

Geotab is advancing security, connecting commercial vehicles to the internet and providing web-based analytics to help customers better manage their fleets. Geotab’s open platform and Geotab Marketplace, offering hundreds of third-party solution options, allows both small and large businesses to automate operations by integrating vehicle data with their other data assets. Processing billions of data points a day, Geotab leverages data analytics and machine learning to improve productivity, optimize fleets through the reduction of fuel consumption, enhance driver safety and achieve strong compliance to regulatory changes.

Our team is growing and we’re looking for people who follow their passion, think differently and want to make an impact. Ours is a fast paced, ever changing environment. Geotabbers accept that challenge and are willing to take on new tasks and activities - ones that may not always be described in the initial job description. Join us for a fulfilling career with opportunities to innovate, great benefits, and our fun and inclusive work culture. Reach your full potential with Geotab.

Who you are:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is seeking a Support Engineering team member who will provide stellar escalated engineering support and customer services to our network of Geotab Partners & internal stakeholders. If you love technology, and are keen to join an industry leader — we would love to hear from you!

What you'll do:

The Support Engineering team member will support both the software application and the Geotab GO devices, IOX, and other hardware. Geotab receives detailed data and metrics for hundreds of thousands of vehicles every second, which is processed and interpreted to create actionable information for our customers. You will understand the business impact of incoming tickets and will troubleshoot effectively to resolve technical issues. You will also collaborate with Geotab engineering teams to resolve vehicle data bugs and firmware issues. To be successful in this role you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts.

How you'll make an impact:

• Provide prompt and accurate feedback to stakeholders.
• Support stakeholders through various modes of communication (e.g. phone, ticketing system, email and in person) for all Geotab and integrated products.
• Gather relevant information by evaluating and analyzing the symptoms to resolve technical firmware, hardware or software issues involving vehicle data, connectivity, core product functionality.
• Investigate high priority vehicle data quality issues that interfere with Geotab's products.
• Support and document root cause analysis on potential adverse interactions between Geotab’s systems and vehicles including visiting customer sites for field investigations when necessary.
• Use Cloud-based data warehouses (e.g. BigQuery and Google Cloud compute) for automated analysis of vehicle data and identify vehicle support gaps from our products.
• Maintain legacy products, if applicable, and the support of vehicles using those products.
• Support Geotab global strategic initiatives.

What you'll bring to the role:

• Post-Secondary Degree/Diploma specialization in Mechanical, Mechatronics, Electrical, Computer, Systems Design, Automotive or a related field.
• 0-3 years experience in a Support Engineering role.
• 0-3 years experience working within a technical or engineering organization/knowledge of the high-technology industry is an asset.
• Proven ability to diagnose and troubleshoot basic technical issues.
• Understanding of customer service principles and practices.
• Experience with various vehicle systems.
• Experience with automotive diagnostic standards (e.g. SAE J1939, SAEJ1979, KWP/2000, UDS 14229, ISO 27145 WWH-OBD).
• Experience with physical layers (e.g. CAN bus, K-Line/ISO9141, VPW/PWM, Single Wire CAN etc.).
• Technical competence using software programs, including, but not limited to, Google Suite for business (Sheets, Docs, Slides).
• Experience with SQL or Google Big Query equivalent.

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!