Your Impact:

The Tech. Support Professional Career Level, Product Support Engineer at Streetlight Data, Inc. is responsible for both the direct customer needs with the software platform as well as the Support team’s processes. The Tech. Support Professional Career Level, Product Support Engineer works with the company’s primary product StreetLight InSight®, a SaaS software platform with two components, the browser-based user interface and the metrics that it supplies to our customers. StreetLight InSight® is a self-service, online, on-demand platform offering users access to comprehensive mobility metrics anytime and anywhere. The Tech. Support Professional Career Level, Product Support Engineer responsible for the following duties: Monitoring StreetLight InSight® for customer usage. Assessing technical customer issues and engineering solutions for said issues. Working cross-functionally with the Product and App-Eng teams to design the platform for better customer experience. Performing deep research into the underlying data, machine-learning algorithms, and real-world sources to identify the root cause of customer issues. Developing and writing technical documentation for the prevention of future customer issues. Creating and improving technical processes for the Support team for greater efficiency and higher customer satisfaction. Provide escalated support for users of the StreetLight InSight® platform. Support and assist with training level 1 support engineers. Resolve issues quickly and maintain a high level of end-user confidence. Identify potential problems and understand when problems exist without being prompted. Analyze the root cause of tickets and permanently resolve issues. Provide post-resolution follow ups with customers. Provide trouble shooting and resolution on technical topics with issue resolution in mind. Monitor incoming requests and respond quickly. Create and maintain support content and FAQs including developing clear tutorials and videos. Manage a high volume of inbound requests in a timely and organized manner; improve processes to handle support requests. Work collaboratively with the rest of the customer care team to ensure cross-functional processes and increase customer satisfaction with our products and company. Work collaboratively with sales, engineering, and product management, to make the customers’ experience as fabulous as possible.

Telecommuting is allowed.

Here’s what you’ll need:

REQUIREMENTS:Master’s degree or foreign equivalent in Urban Planning, Transportation, Engineering, or related field plus 2 years of experience working in transportation engineering/consulting, transportation agencies, or urban planning.

SPECIFIC SKILLS:

2 years of work experience with Excel to analyze Data;

2 years of work experience with transportation planning or recommendation for multimodal transit systems;

2 years of work experience with QGIS or ArcGIS;

2 years of work experience with OSM, Google Maps/Earth, or Remix;

2 years of work experience with Client engagement/interactions;

2 years of work experience with Validation, feasibility studies, or fare policy/pricing models.

Expertise/ knowledge of Technical Writing;

Expertise/ knowledge of producing project deliverables.

Jacobs’ health and welfare benefits are designed to invest in you and in the things you care about. Your health. Your well-being. Your security. Your future. Eligible employees and their dependents may elect medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, and, if eligible, a deferred compensation plan and Executive Deferral Plan. Employees will also receive 17 days of vacation per year, seven paid holidays, plus floating holidays and caregiver leave. Hired applicants will be able to purchase company stock and have the opportunity to receive a performance discretionary bonus.
The base salary range for this position is $95,410 - $172,700/year USD. This range reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.