Your impact
StreetLightStreetLight
In addition to providing comprehensive support, the Product Support Engineer will develop new materials and best practices that ensure our clients use StreetLight’s products to the maximum potential and with the highest levels of satisfaction. This position reports to the Director, Support.
Key Responsibilities:
- Provide comprehensive support for users of the StreetLight InSight® products
- Resolve issues quickly within published SLAs and maintain a high level of end-user confidence and satisfaction
- Identify potential problems and understand when problems exist without being prompted
- Analyze the root cause of tickets and permanently resolve issues
- Investigate and analyze large-scale transportation datasets to identify anomalies, patterns, and performance issues
- Provide troubleshooting on technical topics with issue resolution in mind
- Provide post-resolution follow ups with customers and other StreetLight teams
- Create and maintain support content and FAQs
- Manage a high volume of inbound requests in a timely and organized manner
- Identify areas of improvement and document technical support cases, resolutions, bugs, and feature requests for Support team processes
- Work collaboratively with all teams at StreetLight to ensure a positive experience for customers at all stages of the customer journey
- Successfully work cross-functionally with teams throughout StreetLight to improve processes for internal efficiency and ultimately customer satisfaction: Serve as a technical liaison between customers, product development, and engineering teams to advocate for user needs.
