Product Support Engineer (Level 2)

May 3

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StreetLight

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World’s first interactive transportation data platform, providing on-demand metrics for vehicles, bikes and pedestrians

Location Analytics • Big Data • AADT • Origin-Destination • Select Link

51 - 200

Description

• Provide comprehensive support for users of the Streetlight Insight® platform and other StreetLight products\n• Resolve issues quickly within published SLAs and maintain a high level of end-user confidence and satisfaction\n• Identify potential problems and understand when problems exist without being prompted\n• Analyze the root cause of tickets and permanently resolve issues\n• Provide troubleshooting and resolution on technical topics with issue resolution in mind\n• Provide post-resolution follow-ups with customers and other StreetLight teams\n• Create and maintain support content and FAQs\n• Manage a high volume of inbound requests in a timely and organized manner\n• Identify areas of improvement for Support team processes and communicate with team and director\n• Work collaboratively with all teams at StreetLight to ensure a positive experience for customers at all stages of the customer journey\n• Successfully work cross-functionally with teams throughout StreetLight to improve processes for internal efficiency and ultimately customer satisfaction

Requirements

• 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.\n• 2+ years of experience in a customer-facing role required.\n• 2+ years of experience working in the mobility industry in a transportation related environment or agency.\n• 2+ years of technical experience implementing, supporting, or developing software.\n• Experience working with data manipulation tools, such as Excel. Comfortable working with data and identifying patterns.\n• Experience with geospatial tools (such as QGIS or ArcGIS) and statistics.\n• Proficiency with programming languages such as Python and SQL are a strong plus.\n• Experience with APIs are a plus.\n• Quick learner with problem-solving abilities and a strong understanding of user needs.\n• Excellent written, as well as verbal communication skills - this job requires regular communication with customers via email and phone.\n• Be extremely organized and able to follow and design processes.\n• Experience in customer services and deliverables is a plus.\n• Location based in ET or CT time zones strongly preferred.\n• Occasional travel to StreetLight in-person events (when feasible).

Benefits

• Fun company and team outings (combination of virtual and in-person events)\n• Collaborative and supportive teammates\n• A great opportunity to grow your career with ample training and structure along the way\n• Employer subsidized comprehensive benefits packages\n• Paid company holidays plus accrued time off\n• Employee referral bonuses to encourage the addition of great new people to the team