Technical Support Specialist

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November 6

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AndGo by Goodyear

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Transport • SaaS • Enterprise

AndGo by Goodyear is a service platform designed to simplify fleet servicing. The company provides a digital network that allows for scheduling vehicle services quickly and efficiently through a wide network of integrated service providers. Their services are focused on improving communication and coordination between fleet managers and service providers, reducing the necessity for phone calls and emails. By utilizing customized job forms, AndGo ensures consistent service quality across various markets. The platform allows fleet managers to manage service records and appointments in real-time, enhancing operational efficiency.

11 - 50 employees

🚗 Transport

☁️ SaaS

🏢 Enterprise

📋 Description

• Serve as the primary technical expert for live customers, owning and resolving complex support issues via email, phone, and remote troubleshooting. • Diagnose and resolve integration and product functionality challenges by analyzing logs, system configurations, and data mappings. • Manage technical escalations, collaborating with Level 3 (L3) support to resolve critical or highly complex issues. • Participate in an on-call rotation to provide support for urgent issues. • Partner with the Implementation team to address technical requirements and customer-specific needs during onboarding. • Proactively troubleshoot and resolve technical roadblocks during the implementation phase to keep projects on schedule. • Act as the "Voice of the Customer," providing valuable, data-driven insights to the Product team to help shape future enhancements. • Collaborate with Product and Engineering to proactively identify product gaps and drive continuous improvement. • Enhance customer self-service by documenting solutions and creating/updating internal and external knowledge base articles. • Adhere to all support policies, best practices, and procedures, consistently meeting or exceeding customer SLAs and expectations. • Potential for travel (up to 10%) for customer on-site visits.

🎯 Requirements

• Proven experience in technical troubleshooting, particularly with SaaS system integrations. • Deep familiarity with analyzing logs, system configurations, and data mappings to perform root cause analysis. • A rapid learner with a demonstrated ability to master new and complex technologies quickly. • Bachelor's degree or diploma in Computer Science (or a related technical discipline), or equivalent practical experience.

🏖️ Benefits

• Comprehensive health and dental coverage. • $500 to spend on health or wellness initiatives. • Budget for professional development to help you grow in your career. • 4 weeks of vacation to recharge and relax. • 12 company-recognized statutory holidays each year. • 2 additional flex days each year to use however you need. • Unlimited paid sick and wellness days to support your health and wellbeing. • Flexible working hours to suit your lifestyle. • Opportunity to work on side projects of your choosing. • Budget to set up your home office. • Collaborative and supportive team members. • Opportunity to make a significant impact in the healthcare industry.