Technical Support Engineer

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.   We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it?    

You will be part of Technical Services – providing support for Environment support cases relating to our technology, which have been raised by our customers globally. You will be highly analytical and will be an excellent problem solver with the ability to discover not only the problem but also the root cause.

You will have excellent Technical/Application skills/in-depth Keyloop product knowledge and will be an outstanding communicator, working as part of a team to deliver concise communication to our customers and resolution of their cases. You will utilize your skills to discover opportunities to reduce or prevent issues from happening and improve customer self - help.

This is an excellent role for someone who has a thirst to learn and enjoys challenging their own thinking, A flexible approach in terms of embracing new working practices and times is essential.

Ensure cases are accurately investigated and ensure the cause and the symptom of problems are identified and resolved.

Analyzing and resolving complex product issues, using analytical or technical skills

Responding with empathy to customers, dealing with their needs, and acknowledging their operational pressures and deadlines

Developing your own skills whilst also guiding, advising, and coaching both colleagues and customers on issue and problem resolution

Documenting solutions and producing written guidance on resolution steps following the Knowledge Centric Service (KCS) process.

Reporting issues and recommending process improvements to reduce/prevent incoming cases enabling our customers to focus

on “experience first”

Capacity and performance management of environments

Follow Case Handling Standards expected

Follow & Use 5W2H Problem Solving Methodology

Follow & Use 5WHY Root Cause Methodology

Follow CRI Processes

Knowledge

1.   Level of knowledge of principles, concepts within speciality area and company business:

We look for people with the right cultural fit. That means being passionate and enthusiastic and having what it takes to drive our business forward. We also look for people who are keen to develop new knowledge and skills, because our growth is ultimately dependent on yours.

Problem Solving

Nature of problems solved and decisions made:

Essential:

Excellent problem-solving skills

Ability to work across global teams and working with different cultures across time zones.

Highly analytical

Excellent written and verbal communication skills

Demonstrable team working experience – working on joint projects or technical problems.

  Strong programming and Linux skills, regardless of programming background. Willingness to learn KCML, our proprietary language.  

Desirable:

Experience with using UNIX is a plus, as it can be valuable in handling certain technical aspects of the role

Basic to Intermediate Programming Code Reading Capability

BTECH or Master’s Degree in Engineering or Computer Science

Nature of influence on people, project, processes, strategy:

Good written and verbal English skills

Why join us? We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.   An inclusive environment to thrive We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity.  We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.   Be rewarded for your efforts We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.   Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.   We are also an equal opportunity employer committed to building a diverse and inclusive workforce.  We value diversity and encourage candidates of all backgrounds to apply.   "At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."