Support Engineer - West Coast

Job Description

Job Description

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not currently able to sponsor work visas.

Location & Schedule:

• Location: This is a hybrid position based in Honolulu, Hawaii
• Work Schedule: 5 days per week; you must be available to work a shift between 8:00 AM and 6:00 PM Hawaii time. 
• Availability: A weekend day and some holidays are required.

“High-Fiver” Wanted: Support Engineer

Are you the type of person who always goes the extra mile? Are you passionate about your craft and always striving to improve? Do you get so excited with the successful resolution of a client issue that you high-five the person next to you? If so, you are exactly who we are looking for.

We are looking for a talented, dedicated Support Engineer to join our high-five team and take part in the continued growth of our dynamic company.

About AMP (An NCS Company)

AMP is an industry-leading technology company providing innovative solutions to car wash operators across the country. Our products include cutting-edge software solutions such as white-labeled mobile membership apps, administrative portals, and kiosks. These solutions allow our customers to capture and use customer data at a level not seen in the car wash industry after.

AMP is a division of National Carwash Solutions (NCS). NCS has grown to become North America’s largest equipment, service, and cleaning solutions provider in the car wash industry. For over five decades, National Carwash Solutions (NCS) has revolutionized the carwash industry, offering unparalleled quality and innovative technology. NCS offers the most extensive service network and is home to many trusted brands.  No matter if customers are new to the industry or are looking to level up a classic site, NCS is the proven partner for operational excellence and sustainable growth.

In addition to AMP, the NCS family of brands includes MacNeil, Ryko, Vacutech, PurClean, TSS, Rain-X, ArmorAll, Black Magic, Blue Coral, USA Towel, International Drying Corporation & Shadow.

Why work for us?

We have one of the most supportive and sustainable cultures anywhere. Our team of lifelong learners has a thirst for knowledge and a passion for technology and software. We’re dedicated to building world-class solutions for our customers, and at the same time, place a high value on team rewards and personal career growth. We enjoy working together to solve challenging problems, teaching each other through lunch-and-learns, and celebrating victories (even the small ones) along the way.

What are we looking for?

As a Support Engineer, you will be responsible for achieving the highest possible level of support for our customers by responding to support requests, analyzing error logs to resolve issues and determine trends, and producing customer-facing documentation. You will work closely with our customers, providing personalized support, onboarding assistance, and proactive solutions to help them derive maximum value from our products.

Responsibilities:

Proactive Support:

• Serve as the primary point of contact for customer inquiries, issue resolution, and escalation management. Foster trust, loyalty, and advocacy among customers. Utilize the app and its supporting databases and systems to provide unparalleled customer support for the app, the management platform, and our kiosks.

Error Resolution:

• Leverage multiple systems to identify known and novel error types to resolve issues impacting the user experience. Identify recurring patterns, anomalies, and potential issues.  Analyze error codes, messages, and timestamps to pinpoint root causes.

Proactive Reporting:

• Maintain detailed records of error logs, investigations, and resolutions. Create internal documentation for common error scenarios and their solutions.  Share insights with relevant team members to improve system reliability.

Product Expertise:

• Develop a deep understanding of our app and its features. Stay up to date with the latest product developments and enhancements. Demonstrate and communicate product functionality, benefits, and value propositions to customers as dictated by support requests.

Customer Training and Education:

• Create and update customer-facing documentation, FAQs, and knowledge base articles to facilitate self-service support as new features are released.

Team Player:

• Maintain regular, proactive communication with local and remote team members via email, video conferencing, instant messaging, and project management tools to ensure effective collaboration and alignment on project objectives and timelines.

Skills we expect you to have for your position:

• Bachelor's degree
• 0-2 years of general work experience
• Excellent communication skills
• Ability to simplify and communicate complex information
• Passion for problem-solving
• Exceptional logic skills and attention to detail, and the ability to pick up complex topics
• Experience with analyzing data and presenting your insights for escalation
• Self-motivated, proactive, and results-oriented
• Comfortable working under pressure and balancing the demands of multiple stakeholders
• Always ready to adopt new concepts, technologies, and tools as the company grows

  Benefits you deserve:

• Highly competitive salaries
• Potential equity interest in a rapidly growing company
• 401K plan with company matching
• Excellent medical, dental, and vision insurance

Base salary range: $ 75,000- $ 85,000 / year

National Carwash Solutions is a proud equal opportunity employer. We are a drug-free, EEO employer committed to a diverse workforce. We will consider all qualified candidates regardless of race, color, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, education, political affiliation, or veteran status.