Jobs and Careers

Technical Support Engineer

Centreville, United Statesfull_timeVerifiedPosted 22 Jul 2024

About the role

Join our team as a Technical Support Engineer Isn’t it time you bragged about where you work? At CARFAX, we do, every day. We pride ourselves on being mission-focused on helping to grow a brand built on accuracy and integrity. We care deeply about our products and our customers. We know that our teammates are our most valuable asset, and we value a balanced life while tackling challenging projects in a fast-paced environment. One last thing: Our four-day week continues in Summer 2024! The Banking & Insurance Group (BIG) is one of the most successful divisions within CARFAX, serving the insurance, automotive finance, and credit union industries. We are in high-growth mode as the use of vehicle data in these markets is increasing exponentially. We are seeking an experienced and passionate technical support professional to join our team and help us maintain an excellent customer experience for the biggest brands in these industries who utilize our products and services in their daily operations. This position will work with customers and partners, internal SMEs, and our software development team to ensure our products and services are performing as designed. We are looking for a well-rounded, tech-savvy thinker with a bias towards action and resolution. At CARFAX, we believe in the power of teamwork and value in-person interactions so that we can collaborate and thrive together. This position will require 3 days in the office per week, subject to change with future business needs. What you'll be doing:

Interface directly with customers and partners to handle mission-critical technical requests in a 24/7 environment.
Troubleshoot and resolve errors within various systems and access points.
Lead root-cause and log file analyses for system delivery issues.
Analyze data and monitor system performance with an eye for improvements.
Utilize various products and systems to support software testing and deployment.
Participate in Agile ceremonies with developers and product owners.
Create and manage customer-facing documentation and communications

What we're looking for:

2+ years of technical production support experience with a data/software company
Highly collaborative team player with excellent written/verbal communication skills
Exceptional problem solver with an eye for detail and the ability to derive clarity from ambiguity
Proven self-starter who can work independently on multiple cases simultaneously
Willingness and ability to provide rotational after-hours/on-call support
Strong organizational and project management skills
Experience with Salesforce, PagerDuty, New Relic, cloud computing environment (preferably AWS), or other similar tools
BA/BS in a technical field preferred

What’s in it for you: