Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

As a 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. This is a key engineering support role requiring strong technical and communications skills. You will be responsible for the uptime, performance, incident management and tracking of system and hardware (Vehicle Tracking Units) defects for a global SaaS based product serving customers around the globe. The role will involve collaborating with a team of business analysts, developers, engineers and customer care teams. This is a hands-on role that requires a sense of urgency and a candidate willing to take on responsibility for the delivery of a world class service to our customers.

• Maintain and help drive system and hardware uptime and performance.
• Actively monitor, log and respond to production application/hardware incidents.
• Help reduce the team’s average MTTR time by following ITIL Incident Management frameworks.
• Drive Incident and Problem ticket root cause analysis and resolutions.
• Knowledge of electronics, network, database management and operating systems.
• Collect and document data on hardware performance, problems and failures.
• Communicate with Customer Care Representatives, Hardware Engineering and Field Installation Technicians on resolving escalated technical problems and issues.
• Working with hardware vendors to resolve issues and drive improvements.
• Data driven decisions making on identifying and resolving hardware/in-field issues.
• Perform miscellaneous job-related duties as assigned by the team manager.

You’ll need to have:

• Bachelor’s degree in Computer Science or Electronic Engineering or relevant work experience.
• Experience in an Application or Hardware Support Role.
• Experience with Windows server environments, Windows and native Services, Console Services, Event Logging, and Viewers.
• Experience with 12/24V vehicle installation practices and aftermarket product experience.
• Vehicle Wiring knowledge, electronic diagnostic practices and knowledge of automotive schematics.

Even better if you have:

• A degree.
• Ability to utilize SQL Database to run basic querying for troubleshooting.
• Cell carrier knowledge with Modem, SIM and APN configuration experience.
• SMS/UDP communication knowledge.
• Knowledge of GPS/GNSS
• Ability to learn or utilize Scripting technologies.