What you’ll be doing...

At Verizon Connect, we guide a connected world on the go.

We’re in it to win it. Today we’re the #1 global provider of fleet management solutions for both enterprise and small/medium businesses. Our consumer products, like Hum, create a more connected ride with vehicle diagnostics, emergency assistance, and WiFi. And to top it off, our partnerships with major car manufacturers help us care for more drivers with our connected technologies.

As a top 20 SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

We’re looking for a motivated Technical Support Engineer to join our Level 3 team to support internal and external developers, our internal Professional Services team, and customers worldwide. A background in software development, testing and / or a computer science or software engineering degree would be ideal. Would suit a person who has completed programming papers but may not desire to be a developer.
Please note: this is not a help desk position.

Responsibilities:

  • Performing Hardware 3LS duties which include advanced hardware troubleshooting and firmware deployments
  • Coordinating resolution of support issues
  • Identifying defects and providing work-around solutions to customers
  • Providing working sample applications to assist customers where necessary
  • Working directly with customers to ensure guidance on best use of supported product
  • Working with development teams to prioritize reported bugs and requested features
  • Creating and maintaining testing and benchmarking applications as required to aid in support of the customer
  • Debugging support issues raised to the Third Level Support team
  • Proactively auditing accounts to assess fleet health and performing all required updates and rollouts with regards to hardware
  • Working with our Level 1 & 2 support teams in Christchurch; Austin, Texas and Bracknell, UK
  • Assisting internal Professional Services team with the development and scripting of custom solutions for customers

What we’re looking for...

Minimum Qualifications:

  • High School diploma is required. BA/BS preferred or equivalent years of experience.
  • Experience with computers, Microsoft Office Suite, Google Docs and other such applications
  • Basic understanding of hardware, software, and firmware testing solutions
  • Understanding of software testing best practices and defect reporting through resolution.
  • High technical aptitude for assimilating technical concepts and new technology.
  • Strong problem solving skills; gathers and analyzes information skillfully
  • Excellent written and verbal communication skills, especially the ability to listen and comprehend effectively. English writing and verbal skills a must
  • Ability to understand and escalate issues efficiently and appropriately. Prioritize effectively within tight schedules and a fast pace environment
  • Enthusiasm and positive attitude in context to the role.
  • Strong work ethic and customer service orientation with high integrity and ethics.
  • Commitment to professionalism, follow-through and attention to detail.
  • Ability to plan and organize work with minimal supervision, but work well within a team environment.
  • Ability to follow both routine and advanced procedures and to think analytically.
  • Provide timely, high quality responses to escalations

The following qualifications are a plus:

  • Programming knowledge/experience
  • Proficiency in writing SQL queries
  • Experience with SaaS software and integrated firmware solutions
  • Experience with telematics and wireless GPS systems

Technical Support or Engineering background


EEO Employer: M/F/Disabled/Veteran

VZConnect

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.