Technical Success Architect

Who We Are

At Platform Science, we’re working to connect everything that moves.

Founded in 2015, we are an open IoT platform that partners with innovative fleets, application developers, vehicle manufacturers, and equipment providers in the transportation industry to deliver revolutionary solutions to supply chain professionals across the globe.

Our employees are an engaging, diverse group of people who believe in the power of great ideas. We hire people with different experiences and perspectives to build a company culture that fuels growth through innovation.

We value thoughtful actions and empathy for others.  We approach challenges with resiliency and creativity, while encouraging transparency because, no matter our backgrounds or responsibilities, we are one team.

About the Role

The Technical Support Analyst is responsible for in-depth troubleshooting and research with Trimble Transportation product and TMS solutions for our customers while supporting internal teams. This includes providing an outstanding customer experience via phone, email, chat, and web based applications through handling customer issues related to supporting, upgrading, and usage of Trimble Transportation products and solutions.  The qualified candidate will have technical aptitude for troubleshooting complex systems across multiple operating systems, hardware platforms, and integrated enterprise systems.  

Essential Responsibilities

• 30% Identify, troubleshoot, document, resolve, and escalate hardware and software issues via CRM
• 20% Communicating with customers via inbound/outbound calls, emails, casework, and chats
• 20% Ensure individual and team SLA’s/KPI’s are maintained and on track 
• 10% Clearly and effectively communicate technical concepts, both verbally and in writing, to technical and non-technical audiences
• 10% Collaborate with senior team members and internal teams to ensure team visibility to ongoing issues
• 4% Prioritize inbound cases and requests based on severity and customer impact 
• 4% Make recommendations on business processes, research approaches, technical tools, and overall team improvement opportunities
• 2% Collaborate on documentation creation needed for internal cross functional teams

Education and Experience

• Bachelor’s Degree or equivalent experience in a technology related field
• 2+ years of experience working in software and hardware troubleshooting or development capacity
• Demonstrated success with root cause analysis
• Excellent communication skills via phone, verbal, and written
• Position may require occasional evening or weekend hours, but primary workload involves standard business hours during the work week (8-5) 
• Ability to work in a fast-paced, ever changing environment, with a positive, growth-mindset attitude
• Travel less than 10 percent of the time 
• Participation in on-call rotation

Preferred Skills

• Experience in multiple operating systems, such as Windows, Linux, Android, iOS, Microsoft servers
• Experience working with a CRM casing software
• Experience troubleshooting mobile or wireless Communications
• Experience with the System Development Life Cycle (SDLC)
• Experience using and troubleshooting SQL, XML, HTML, Scripting 
• Experience writing bugs and using Jira/Confluence
• Experience developing reports to analyze data trends and proposing meaningful conclusions
• Experience with troubleshooting and reviewing device logs
• Operations experience in transportation industry

For more information please see the Benefits Highlights brochure for regular, full-time employees.

This is an exempt role. Our job titles for each posting may span across more than one job level. The estimated base salary for this role is between $85,000 and $117,750. The range displayed on each job posting reflects the minimum and maximum target range for new hire base salaries across all US locations. Compensation packages are based on many factors unique to each candidate, including but not limited to skill set, work experience, relevant trainings and certifications, business needs, market demands and specific geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.

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Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

At this time we only consider candidates in these states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI. In the future we plan to add more states.

Beware job scams! Our recruiters use @platformscience.com emails only. We don’t interview via text/message. We don't ask for software downloads (except Zoom) or sensitive info (like SSN/bank). Suspect fraud? Report it to law enforcement & peopleexp@platformscience.com.