Technical Support Engineer

As a Technical Support Engineer at Via, your main responsibilities will include diagnosing and resolving complex technical issues as part of a Tier 2 support team. You will collaborate closely with R&D, Partner Success, and Operations teams to address partner escalations, leveraging strong communication skills to connect with both technical and non-technical staff. Additionally, you'll be tasked with documenting support processes and identifying opportunities for process improvements, ensuring minimal disruption to our partners’ operations.

To qualify for the Technical Support Engineer position at Via, you should possess a bachelor’s degree in fields such as Computer Science, Software Engineering, or Information Technology. A minimum of one year of relevant experience in technical support or related roles is preferred. Familiarity with programming languages like Python and Bash, as well as experience in Cloud and SaaS environments, especially with AWS, is essential.

The role of a Technical Support Engineer is pivotal in enhancing partner satisfaction at Via. By swiftly resolving technical issues and facilitating communication between various internal teams, you will ensure smooth operational functionality for our partners. Your investigative skills will help in identifying recurring challenges, leading to improved processes and proactive solutions that ultimately enhance the overall partner experience.

As a Technical Support Engineer at Via, you will work in Cloud and SaaS environments utilizing tools like AWS, Jenkins, and Coralogix. You’ll be engaged in troubleshooting and managing configurations where scripting with Python and Bash is essential for automation tasks. Experience with SQL and a strong understanding of different operating systems, specifically Linux, will also be a key part of your daily responsibilities.

At Via, a Technical Support Engineer can expect a collaborative, diverse, and inclusive work culture. The company is dedicated to fostering an environment where all voices are welcomed and celebrated. With the opportunity to contribute to meaningful projects that impact public transportation globally, you’ll be part of a visionary team committed to social good and technological innovation.

When answering this question, it's helpful to highlight specific examples where you diagnosed and resolved technical problems effectively. Discuss the tools you used, the processes you followed, and the outcome of your efforts. This demonstrates not only your technical expertise but also your problem-solving skills.

Discuss your approach to prioritization, including techniques like the Eisenhower Matrix or using project management tools. Give a specific example of a time when you successfully managed multiple priorities, ensuring all tasks were completed on time without sacrificing quality.

Emphasize the importance of clear communication and adapting your language based on your audience. Provide examples of how you’ve successfully engaged with non-technical team members by breaking down complex concepts into easily understandable terms.

When responding, detail your experience in working with various cloud platforms, the specific services you have used, and how you contributed to projects utilizing these technologies. Highlight your understanding of deployment processes and service management.

Detail the investigative methods you used to analyze the trend and any tools you employed to gather data. Share what you learned from this investigation and how it led to actionable changes that improved processes or solutions.

Discuss your experience with Python and Bash, providing specific examples of tasks you’ve automated or processes you’ve improved using these scripting languages. This shows your practical knowledge and ability to streamline operations.

It's essential to share a specific incident where you dealt with a difficult technical challenge or an angry customer. Explain how you approached the situation, the steps you took to resolve it, and what you learned from that experience.

Mention the resources you utilize to keep your skills sharp and stay informed. This could include online courses, industry webinars, tech forums, or publications. Showing that you’re proactive about your learning demonstrates commitment to your role.

Share your passion for problem-solving and helping others. Discuss how finding solutions to technical challenges not only impacts partners and their satisfaction but also enhances your professional growth and development.

Reflect on your values and how they align with Via's mission to transform transportation. Link your skills and experience to the specific responsibilities of the role, showing genuine enthusiasm for the opportunity to work with a company that prioritizes social good.