Product Support Engineer (Level 2)

Key Responsibilities

• Provide comprehensive support for users of the Streetlight Insight® platform and other StreetLight 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  
• Provide troubleshooting and resolution 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 for Support team processes and communicate with team and director    
• 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 

Skills and Qualifications:

• 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 data and identifying patterns. 
• 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 ET or CT time zones strongly preferred. 
• Occasional travel to StreetLight in-person events (when feasible). 

Why you will love it here:

• Fun company and team outings (combination of virtual and in-person events) 
• Collaborative and supportive teammates 
• A great opportunity to grow your career with ample training and structure along the way 
• 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