Job Detail

Organization: VETRO FiberMap
Title: GIS Software Support Engineer
Location: Portland, ME

Posted: 2019-11-26
Application Deadline:

Position Description:

VETRO FiberMap is seeking our next Software Support Engineer. VETRO designs and builds a cloud based GIS mapping platform that is transforming the way that broadband operators around the world design and manage their networks. The GIS Software Support Engineer is a role focused on supporting our customer base, reporting to our Director of Customer Success, and interfacing with the entire VETRO team. You will field technical support tickets and see them through to resolution with the internal team and the external customer. Incoming issues and requests often relate to spatial data in addition to specific network connectivity and platform features. Therefore GIS fluency blended with a customer support mindset is the ideal combination for this job.

Our ideal candidate is a motivated self-starter who can work independently and grow with the team. The Software Support Engineer must be a great communicator with the patience, confidence and follow through skills to solve problems, vet solutions, explain complex concepts to a variety of people ranging from engineers to salespeople, and provide the superior customer support for which VETRO FiberMap is known throughout the industry.

CUSTOMER SUPPORT

- Field incoming support emails and phone calls

- Learn the product in enough detail to break down incoming issue tickets and problem solve for and with clients independently

- Conduct pre-sales product demos, onboarding trainings, and follow on technical coaching

- Help curate and build customer training and support library and materials



Mandatory Qualifications:

- Minimum 1-2 years of relevant work experience; SaaS experience a plus

- Demonstrated outstanding written and oral communication skills

- Phone skills are a must - if you have “phone fear” this position is not a good fit, as our team often communicates complex information over the phone and via video conference tools

- Self-motivated with the ability to work with limited direction on multiple tasks concurrently

- Flexibility and adaptability, with an eye for new technologies - rapid uptake/learning

- Proficiency with GSuite and all basic office software; ability to learn new apps quickly



Bonus Qualifications:

- Experience with CRM and Support Desk platforms

- Experience in the broadband industry

- Experience in customer service, help desk or sales support in a software environment

- Experience with software design and testing, preferably map-based (GIS) software



Engagement:

- This position is in our Portland, ME office

- This position is a full time, permanent position, with full benefits

To apply please visit https://www.ziprecruiter.com/quiz/preview/fb3e2fde

or email [email protected]

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