Ecoation Hiring for Technical Support Engineer at Vancouver, BC Full Time

Here is an opportunity to join a team of talented and driven professionals working on technology solutions that help agriculture and food production. Ecoation has designed and developed an AI robotics platform that evaluates crop health in commercial greenhouses internationally, eliminating the need for mass chemical pesticide usage. With exciting products hitting the market in the coming months, we are looking for candidates who are passionate about high technology, food, innovation, and sustainability. Ecoation is seeking a Technical Support Engineer to join our team. This customer-centric role will focus on solving hard problems alongside the Customer Success, and Engineering teams.

We support our customers completely, we accomplish great things as a team, we are passionate about enabling a cleaner future for everyone, we act like owners, diversity in all that we do is our strength, success comes because we are great learners, we are persistent and forthright and realistic, and our optimistic nature allows us to take on any challenge.

In this role, you will:
Own the Customer Success Service Desk and monitor for issues raised by the team

Engage with Customer Success and Field Operations representatives to obtain a clear understanding of the issue as necessary

Triage the issues to determine if the cause is HW or software

Investigate to identify the root cause and resolve the issue

Where necessary, escalate issues to level III operations support and follow-up to ensure adherence to service standards

Work with level I support (Customer Success and Field Operations) and provide guidance on the implementation of remedial measures

Create and improve customer and Level 1 support documentation.

Work with manufacturing team on RMAs where necessary

Own the customer service process: refine and maintain existing customer support procedures, create and implement necessary tools for their implementation

Ensure issues resolution respects prescribed service standards

Track and analyze issues and their nature and trends, and prepare reports for senior management

Provide feedback to technical development and operations groups to support the resolution of systemic issues

Support the international expansion of the Customer Service team: train, guide and work with Customer Service teams in geographies outside of Canada and North America more broadly

Skills & Experience:
Ability to work in Canada

The team-oriented player with demonstrated ability to work independently and under pressure

Good listening and people skills

Ability to empathize with end-user needs and experience

A passion for customer service and product quality

An understanding of agriculture/horticulture is considered an asset

Ability to work on multiple issues with competing deadlines at the same time

2+ years of experience in a Technical Support Engineer role, Software Development Engineer or Software Developer in test.

Meticulous and thorough attention to detail

Experience working with the Atlassian product suite, especially Jira and Confluence

Experience working with ERM systems, knowledge of Odoo considered an asset

Bachelor’s Degree in Computing Science, Computer Engineering, Electrical Engineering or a related technical field

Strong programming/scripting in test automation domain (Python, JS, C/C++)

Experience with at least one script automation framework

Working knowledge of AWS cloud services

Working knowledge of computer, device, internet networking

Experience with source control tools (Git)

Experience with relational and non-relational database systems

What we Offer at Ecoation

An opportunity to work in a growing company pioneering the agricultural tech industry

Competitive salary, benefits, and a very accommodative vacation policy

An environment where you can learn and grow your talent to its fullest potential

Join a team of talented individuals who are passionate about food and making a better future

Ecoation is an equal opportunity employer.