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Technical Support Engineer



IT, Customer Service
Posted on Friday, February 23, 2024

Imagine a world where every car with a smartphone is safer, where massive amounts of data and insights make cities safer and reduce insurance costs for everyone. At Zendrive, our mission is to make roads safer through data and analytics.

As a Technical Support Engineer at Zendrive, you will provide expert knowledge and top-notch support to facilitate the resolution of technical issues for our customers. This role is perfect for someone with mobile development experience who loves problem-solving and possesses impressive customer-facing skills. This is a remote position that can be based anywhere within the USA.
In this role, you will:

  • Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root causes, issue resolution, and communication.
  • Acquire and maintain a deep understanding of Zendrive’s SDK/APIs.
  • Provide ongoing maintenance and ownership of custom applications/solutions.
  • Work closely with cross-functional teams, including Product, Engineering, and Customer Success, to solve complex tickets and provide technical resolutions to our customers.
  • Attend customer meetings as needed to troubleshoot SDK/API problems.
  • Assist in the escalation process for critical priority tickets.
  • Communicate timelines with customers while adhering to our Service Level Agreements for issue response/resolution.
  • Author knowledge base articles for common issues &; FAQs for technical questions.
  • Own and improve engineering support processes and documentation.
  • Identify trending issues early and proactively escalate internally.
We're looking for:
  • Prior experience providing L2/L3 technical support.
  • Understanding of mobile app development and SDKs, and some experience with iOS (Swift or XCode) and/or Android (Java or Kotlin).
  • Knowledge of mobile app configurations and issue debugging.
  • Basic knowledge of at least one scripting language (E.g. Python, Shell scripting, etc.).
  • Knowledge of APIs.
  • Interest in working in a fast-growing environment with changing responsibilities.
  • Excellent customer service skills, problem-solving, and a strong sense of urgency.
  • Strong written and verbal communication.
  • Bachelor’s technical degree or equivalent hands-on experience
  • Access to a vehicle for occasional drive testing.
Nice to have:
  • Experience with any of the following: Firebase Services (Crashlytics, Deep linking, Cloud Messaging); Django, Django Rest framework.
If you think you'd be a great fit for this role, we'd love for you to apply!

The Technical Support Engineer role has an annual starting salary of $110,000, plus bonus and equity. The actual starting salary may be higher depending on your skills, qualifications, and experience.

Zendrive is very proud to offer:
  • Competitive salary and equity packages
  • Premium Medical, Dental, & Vision plans
  • Flexible Time Off
  • Family Leave (Maternity, Paternity)
  • Learning & development opportunities
  • Monthly allowance for wellness, Spotify/Apple Music, home internet, and mobile
  • A new MacBook and allowance to set up your home office
But, the real perks are:
  • Challenging and fun work - you'll never have a boring day
  • World-class team that thrives working collaboratively and solving challenging problems
  • The opportunity to use data and technology to make driving safer and transform the global auto insurance industry