What are the responsibilities and job description for the Technical Support Engineer position at IQGeo?
Job Summary
The Customer Support department has an exciting opportunity for a skilled Technical Support Engineer to join IQGeo in an interesting role, supporting IQGeo’s end-to-end geospatial software solutions for our growing global customer base. This role joins a dynamic team that enjoys working with complex applications and products that utilize software, GIS (Geographic Information System), engineering, and problem-solving skills. The opening for this position will require working Saturday and Sunday business hours to support our growing Global customer base and new 24/7 Support packages.
The ideal Technical Support Engineer is a geospatial technical expert, experienced in configuration and implementation of technical solutions often requiring knowledge of complex integrations with 3rd party software systems, various middleware components, and custom software development as required by customers.
Supervisory Responsibilities
· None
Duties/Responsibilities
As an integral part of the IQGeo Customer Support Team, the successful candidate will be a key contributor on the team by supporting IQGeo products for our customers in the Utility and Telecommunications markets. The role is expected to be capable of working independently, and as a team member, and should have a working knowledge of software implementation methodologies and troubleshooting skills. The key responsibilities include the following:
- Problem solving skills, providing consulting to clients based on current operational processes and their fit with IQGeo products.
- Excellent communicator, written and verbally.
- Support customers via multiple channels - phone, email, or case communication.
- Identify customer needs and help customers resolve issues or understand IQGeo product functionality.
- Finding solutions to often difficult or ambiguous problems.
- Follow up with customers to ensure their technical issues are resolved.
- Analyze and report product defects to the IQGeo Product Engineering Team.
Required Skills/Abilities
Successful candidates will be enthusiastic individuals with a strong technical and/or consulting background in general software delivery and support skills related to the following.
Essential skills:
- Proven experience in an external customer focused software / technical support role
- Excellent analytical and problem-solving skills
- Experience with customer service desk systems, such as Jira Service Management
- Strong experience with open-source software technologies (Apache, OpenLayers, QGIS)
- Experience with Kubernetes and Docker
- Experience with Linux System administration and bash scripting
- Experience with SQL and RDBMS technology (PostgreSQL)
- Knowledge of programming, scripting, or rules-based languages (JavaScript / Python)
- A self-motivated team player with a proven record of accomplishment building and maintaining strong relationships across departments.
- Ability to adapt between working independently and within a team.
Desirable skills include:
- Experience with GIS systems of record, such as IQGeo, Esri, Smallworld, or QGIS.
- Industry experience in either telecommunications, FTTH (Fiber To The Home), gas, or electric customers.
- Enterprise Integration, especially web services
- Collaboration systems, such as HubSpot, Jira Confluence or Microsoft SharePoint
- Mobile application support (iOS, Android, Windows)
- ETL (Extract, Transform, and Load) tools such as Safe Software’s FME or GeoKettle
- Git or other distributed version control systems
Education and Experience
- Degree in Computer Science, Engineering required or related field; or equivalent work experience is preferred.
- Minimum 2 years of comparable technology and industry experience.
Physical Requirements:
• Prolonged periods of sitting at a desk and working on a computer.
Salary : $75,000
