Senior Product Support Engineer impacting product development through engineering and ILS in various sectors. Focused on driving innovations and managing the establishment of a branch.
About the role
- Technical Support Engineer providing customer support and technical guidance for MS2 software. Leading issue triage and collaborating with engineering to ensure high-quality outcomes.
Responsibilities
- Ensure customer requests and issues are triaged and responded to base on SLOs
- Provide input on acceptance criteria and prioritization based on customer needs and product goals
- Work with clients to identify business needs and system requirements.
- Develop solution concepts based on an understanding of the client's needs.
- Utilize our software to help clients perform annual goals
- Support and nurture client relationships
- Document verified bugs and complex issues in customer tickets and ClickUp
- Work with product management, engineering, and other stakeholders to identify solutions and determine prioritization
- Coordinate with development teams to resolve technical issues
- Liaise with third-party vendors and service providers
- Provide status updates to stakeholders based on SLOs
- Ensure appropriate triaging procedures are documented and followed
- Triage field-found and internal bugs using best practices
- Ensure communications maintain customer confidence and satisfaction
- Support verification of code changes before deployment
- Ensure product and process documentation is appropriately maintained
- Support development of comprehensive training materials
- Provide or coordinate product and process training to internal and external users
- Ensure knowledge base and help center are maintained
- Support customer configuration and onboarding activities
- Consult with clients to determine optimal configuration for MS2 software
- Coordinate setup for new agency sites
- Verify and test customer configurations
- Attend training sessions, professional conferences and demonstrations to represent MS2 and answer technical questions.
- Keep up with industry trends in transportation data management.
- Some travel required
Requirements
- Prior experience in a similar technical support or consulting role (minimum 5 years preferred).
- Advanced familiarity with debugging modern web application systems and workflows, and triaging production issues in customer-facing environments
- Prior experience in a similar technical support or consulting role
- Excellent organizational skills and attention to detail
- Excellent analytical and problem-solving skills
- Demonstrated experience collaborating in team settings
- Customer-focused mindset with commitment to high-quality service
- Technical proficiency with support tools and software
- Understanding of SLOs and escalation procedures
- Ability to facilitate cross-functional collaboration
- Familiarity with agile/pod-based team structures
- Understanding of software development lifecycle
- Experience with ZenDesk, ClickUp, MS Office Suite, Document360, or similar systems
- Geographical Information System (GIS).
- Familiarity with Traffic Data Management
- Familiarity with Statistics
- Transactional SQL experience
Benefits
- Participation in the company's annual bonus program
- 401(k) with matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Disability insurance
- Vision insurance
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Technical Support Analyst delivering remote IT solutions to enterprise clients. Responsibilities include troubleshooting network issues and collaborating with technical teams.
Analista de Suporte Pleno at Aprova Total, an EdTech focused on democratizing access to quality education. Responsible for technical support and operational governance in a dynamic team.
Junior Technical Support Engineer at AMO APPS providing support for internal teams and incident response. Collaborating with DevOps to ensure smooth operations in a health - focused IT company.
Support Engineer Level 2 working in telecommunications environments focused on VAS and IoT. Involves troubleshooting technical incidents in critical service settings.
Calibration Support Engineer ensuring accuracy and reliability of equipment critical to engineering and maintenance at Babcock's Devonport Royal Dockyard. Manage logistics and maintain strong internal and customer relationships.
Cloud Support Engineer at ID - ware responsible for cloud and internal IT operational support. Collaborating closely with the Platform team in troubleshooting and system maintenance tasks.
Engineer II validating orders for accuracy and assisting sales and engineering teams at Emerson. Evaluating engineering specs, comparing applications with industry standards in Mandaluyong City.
Support Engineer managing Windows infrastructures for leading IT service provider. Responsibilities include administration, patch management, and implementing workplace solutions.
Decision Support Analyst responsible for analytical support, reporting, and collaboration in FMCG sector in Riyadh. Analyzing data, preparing reports, and ensuring compliance to drive business performance.