Job details
Job type full-time
Full job description
Tenna is searching for a highly technical level 3 support engineer to join the teamThe level 3 support engineer will assist various teams within the company to troubleshoot technical issues, develop solutions to support internal stakeholders and external customers, and help manage our production dataThis role will be responsible for staying up to date on best practices pertaining to database organization structure and networkingLevel 3 support engineers will interface with our core engineering, hardware, devops, warehouse, and customer success teamsAdditionally, level 3 support engineers will manage issues from the first symptom to eventual resolution, communicating with our customers/internal stakeholders throughout the processIdeal candidates will be empathetic, highly collaborative, enjoy solving ambiguous problems, and possess strong technical skills.
At tenna, we believe the best is right in front of all of us, and that each day holds more potential than the one beforeWe believe that every new discovery can lead to something better than we thought possibleWhen we boil it down, the top five qualities that define the tenna team are quality obsessed, gritty, continuous learners, collaborative problem solvers, and just plain awesomeSound like you? join us as we empower our customers to control their mixed assets anytime, anywhere, on one comprehensive platformApply now!
Your responsibilities
Monitors tracker data to ensure 99.99 tracker data integrity.
Troubleshoots all tracker issues with a high sense of urgencyWorks with the team to quickly develop a solution and prevent the issue from happening again.
Assists with firmware and configuration updates on customer hardware and inventory.
Creates and maintains tracker databases for inventory, production, and development environmentsCreates and maintains tracker performance logs.
Works with the hardware engineering team to debug tracker issues, ultimately understand if the hardware failure resulted from installation issues, and then communicate results effectively to non-technical teams.
Works to keep our tracker offline percentage below 1% and reports on accounts with higher % offline to management.
Audits and monitors tracker network usage, modifies ping rates when required, and reports any anomalies to management
Provides exceptional customer support to all end users and internal stakeholders using the tenna product.
Proactively contacts customers when their trackers aren’t reporting properly, with the goal of notifying them before they discover the issue themselves.
Responds to incidents in various environments quickly and efficiently.
Identifies and facilitates opportunities for automation and process improvement.
Understands, implements, and automates security controls, governance processes, and compliance validations
Develops appropriate fixes or sql scripts to resolve customer problems, or identifies existing scripts or patches that must be applied
Works with the engineering team to quickly identify and remove performance bottlenecks, scaling chokepoints, single points of failure.
Actively participates in planning meetings and collaborates with the team to identify and implement the best technical solution for the company.
Looks for opportunities to streamline and improve upon processes and tools.
Updates process manuals and training content, to ensure consistent operations.
Assists the customer success team in data uploads and running database queries.
Uses and recommends enhancements to monitoring and alert systems to increase internal visibility.
Stays up to date on relevant technologies, trends, and opportunities to ensure the utilization of the best possible techniques and tools.
Qualifications
Bachelor’s degree in a technical field is required or equivalent.
5+ years of experience working with sql, preferably postgresql and mariadb.
2+ years of experience with at least one major scripting language.
1+ year of experience with shell scripting.
Experience with linux or unix operating systems.
Knowledge of javascript and node.js is a huge plus.
Familiarity with running relational databases on aws rds.
Familiarity with importing and exporting structured data.
Familiarity with crm ticketing systems, jira and help scout a plus.
Experience supporting saas application is a big plus.
Experience working within construction technology or within the construction industry is an absolute plus.
Experience working in a technical, production driven environment.
Solid understanding of database design and methodologies.
Excellent verbal and written communication abilities.
Self-motivated and adaptable person with a strong service orientation and “do what it takes” attitude.
Enjoys troubleshooting and solving problems.
Excellent organizational skills and process driven.
Passion for working in a high-growth, entrepreneurial environment, with the ability to demonstrate personal commitment and drive to set and exceed high standards.
Benefits, perks, & additional information:
Full-time opportunity.
Opportunity is fully remote – nationwide.
Competitive compensation package.
This role offers relocation assistance.
Robust, low-cost benefit packages offered.
Benefit coverage begins the first date of employment.
401k match offered.
Visa sponsorship offered.
Employee referral bonuses
As an equal opportunity employer, tenna is committed to building a diverse teamWe welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.
