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.
Here's what you'll need
- Bachelor’s degree required, preferably in a technical discipline such as Engineering, Transportation, or Urban Planning. MS degree in a similar field is a plus
- 2+ years of experience in a customer-facing role required
- 2+ years of experience working in the mobility industry in a transportation related environment or agency
- 2+ years of technical experience implementing, supporting, or developing software
- Experience working with data manipulation tools, such as Excel. Comfortable working with large data sets, identifying patterns, and investigating
- Experience with geospatial tools (such as QGIS or ArcGIS) and statistics
- Proficiency with programming languages such as Python and SQL are a strong plus
- Experience with APIs are a plus
- Quick learner with problem-solving abilities and a strong understanding of user needs
- Excellent written, as well as verbal communication skills - this job requires regular communication with customers via email and phone
- Be extremely organized and able to follow and design processes
- Experience in customer services and deliverables is a plus
- Location based in MT or PT time zones strongly preferred
- Occasional travel to StreetLight in-person events (when feasible)
** There is a variable compensation piece of the pay structure for this role, a maximum of $6,000, which will be based on achieving certain performance metrics.**
Why you will love it here:
- Fun company and team outings (combination of virtual and in-person events)
- Remote-first company with a strong culture of collaboration and support across all teams
- A great opportunity to grow your career with ample training and structure along the way
- Flexible options for remote and in-person work
- Employer subsidized comprehensive benefits packages
- Paid company holidays plus accrued time off
- Employee referral bonuses to encourage the addition of great new people to the team
