Customer Support Engineer I

Tekion; Ohio; On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation and stock 옵션s

Employer-paid medical, dental and vis​

Unlimited PTO

Parental leave

Snacks and beverages

Growth opportunities

Collaborative startup culture

Job summary

Tekion is seeking a technical support specialist to provide timely assistance to customers, diagnose hardware and software issues, and document resolutions. You will collaborate with engineering and product teams to address complex problems and contribute to evolving knowledge base resources.

The role requires a Bachelor's degree in a related field and 1–2 years of experience, with strong communication and teamwork skills and proficiency with support tools.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–2 years of experience in technical support or a related field.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using support tools and software.
• Ability to work collaboratively in a team environment.

Responsibilities

• Respond to customer inquiries via phone, email, or chat, providing timely and accurate technical support.
• Diagnose and troubleshoot software and hardware issues, guiding customers through step-by-step solutions.
• Document customer interactions, issues, and resolutions in the support ticketing system.
• Collaborate with engineering and product teams to elevate and resolve complex technical problems.
• Develop and maintain support documentation, FAQs, and knowledge base articles to assist customers and internal teams.
• Participate in training sessions to stay updated on product features and support best practices.

Skills

Problem-solving

Communication

Teamwork

Analytical thinking

Customer service

Education

Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

Ticketing system

Support software

Job description

About Tekion:

Positively disrupting an industry that has not seen any innovation in over 50 years, Tekion has challenged the paradigm with the first and fastest cloud-native automotive platform that includes the revolutionary Automotive Retail Cloud (ARC) for retailers, Automotive Enterprise Cloud (AEC) for manufacturers and other large automotive enterprises and Automotive Partner Cloud (APC) for technology and industry partners. Tekion connects the entire spectrum of the automotive retail ecosystem through one seamless platform. The transformative platform uses cutting-edge technology, big data, machine learning, and AI to seamlessly bring together OEMs, retailers/dealers and consumers. With its highly configurable integration and greater customer engagement capabilities, Tekion is enabling the best automotive retail experiences ever. Tekion employs close to 3,000 people across North America, Asia and Europe.

Job Introduction:
Provides technical support to customers by diagnosing and resolving software and hardware issues, ensuring customer satisfaction, and contributing to the development of support documentation and processes.

Key Roles & Responsibilities:

• Respond to customer inquiries via phone, email, or chat, providing timely and accurate technical support.
• Diagnose and troubleshoot software and hardware issues, guiding customers through step-by-step solutions.
• Document customer interactions, issues, and resolutions in the support ticketing system.
• Collaborate with engineering and product teams to elevate and resolve complex technical problems.
• Develop and maintain support documentation, FAQs, and knowledge base articles to assist customers and internal teams.
• Participate in training sessions to stay updated on product features and support best practices.

Basic Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 1–2 years of experience in technical support or a related field.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal abilities.
• Proficiency in using support tools and software.
• Ability to work collaboratively in a team environment.

Perks & Benefits

• Competitive compensation and generous stock options

• 100% employer-paid top-of-the-line medical, dental and vision coverage

• Great benefits including unlimited PTO, parental leave and free snacks and beverages

• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant andsuccessful companies

• Be part of an early stage, hyper-growth start-up with the opportunity to grow and prosper

• Work on the latest and coolest technologies – everything is home-grown and built ground-up

• A dynamic work environment with a strong sense of community and collaboration

• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy

• Exciting opportunities for career growth and development

Note: Tekion recently transitioned to a new recruiting tool and we appreciate your patience and feedback as we adjust to our new system!

Tekion is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, victim of violence or having a family member who is a victim of violence, the intersectionality of two or more protected categories, or other applicable legally protected characteristics.

For more information on our privacy practices, please refer to our Applicant Privacy Notice here.

Important : Tekion will only contact candidates from an @_tekion.com email address or through our applicant tracking system ([e-mail]). We may also work with authorized recruiting partners from time to time. Tekion and its recruiting partners will never ask you to pay fees or send money for applications, interviews, training, or onboarding. If you receive a message that seems suspicious, please do not respond or share personal or financial information.