Lead Application Support Engineer

*Please note this is a hybrid role, candidate must be based in the Detroit area 

Job Description

We're looking for an enthusiastic individual with automotive software and/or dealership experience who loves challenges, pushes boundaries and is passionate about innovative products while delivering awesome customer experiences. In this senior-level role, you will be a subject matter expert and owner in your domain to help coordinate and communicate with our clients regarding support issues and help keep the support team on track and in-line with processes and deliverables. Our transparent and collaborative culture means we work both independently and together as a team on projects in an agile environment.  

Seeking Domain Experts in automotive retail solutions. 

Key Responsibilities

• Leading others to work effectively in a strong customer service and team-oriented environment  
• Act as a point of contact and escalation for our enterprise level partners and/or OEMs 
• Communicating regularly with senior leadership and account managers, providing reports and updates on all projects and open critical, client and product issues  
• Identifying system improvement opportunities based on tracking product support requests or repetitive issues and making recommendations to development and engineering on potential solutions  
• Facilitating team meetings to communicate objectives, status on targets and gather information regarding any roadblocks the support team may be facing  
• Collaborating effectively in a fast-paced exciting environment to ensure that deployments, releases and activities are properly validated  
• Expected to meet with clients frequently onsite. 
• Responsible for coaching and mentoring team members to meet expectations 

Skills and Experience

• 3+ years of professional experience in software support or customer success 
• 3+ years experience in managing customer critical accounts and customer wide escalations 
• Experience in leading and managing projects cross-functionally  
• Product/Software experience (Automotive preferred) 
• Intelligent builder, dedicated doer, empathetic leader and creative problem solver
• Excellent verbal and written communication skills, with experience interacting with leaders at multiple levels as well as ability to demonstrate strong analytical and problem solving skills 
• Proven experience of delivering results in high pressure environments 

Preferred Skills

• SaaS experience 
• Good understanding of ITIL process guidelines for incident, change and problem management  

Perks and Benefits

• Competitive compensation and generous stock options  
• 100% employer-paid top-of-the-line medical, dental and vision coverage  
• Great benefits including unlimited PTO, parental leave and free snacks and beverages  
• The opportunity to work with some of the brightest minds from Silicon Valley’s most dominant and successful companies  
• Be part of a hyper-growth company with the opportunity to grow and prosper  
• Work on the latest and coolest technologies – everything is home-grown and built ground-up  
• A dynamic work environment with a strong sense of community and collaboration  
• The open and transparent culture that encourages innovation, rewards performance and discourages hierarchy  
• Exciting opportunities for career growth and development  

Current Tekion Employees – Please apply via Greenhouse Internal Job Board

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