Support Operations Specialist

Econolite® is an innovator of Intelligent Transportation System (ITS) solutions, products, and services. Our technology is helping save lives and making the Smart City a reality. If you want to be at the forefront of this intelligent technology revolution, we want to talk to you about being part of our team. Econolite is committed to employing the best talent that will make significant contributions to building a safer, connected world.

Econolite’s ITS solutions ease traffic congestion, provide safer mobility, and improve quality of life. As the one-stop-shop leader for traffic management systems, sensor products, and services, Econolite is committed to the advancement of connected and autonomous vehicles, smart cities, and cybersecurity.

The role of the Support Operations Specialist is to own, build, and continuously improve the systems Econolite's Technical Support organization runs on. Econolite is consolidating all customer support into a single ticketing system in Jira Service Management, connected to the company CRM and to the departments Support works with every day. The Support Operations Specialist will be accountable for that platform end to end: the customer and distributor support portal, the AI support agent and knowledge base behind it, and the integrations that move ticket data between Support, Sales, Field Service, RMA/Warranty, Quality, and Engineering.

This role brings dedicated ownership and industry best practice to Econolite's support tooling, so that Level 1 and Level 2 support teams can focus on customers. The candidate should have practical experience administering Jira Service Management and integrating it with CRM and engineering systems.

The Support Operations Specialist will work in close partnership with the CRM Manager in the Sales organization, who owns Microsoft Dynamics 365, its customer data, and its reporting. Together they will build and maintain the Dynamics 365 to Jira Service Management integration, with customer and account data mastered in the CRM and support tickets living in Jira. This role leads the Jira, development, and support-facing side of that work, while the CRM Manager leads the CRM side.

DUTIES:

Administer and configure Econolite's Jira Service Management environment for Technical Support, including projects, request types, forms, fields, permissions, and customer organizations.

Build and maintain the customer and distributor support portal, with a simple, guided ticket entry experience.

Design and maintain Level 1 and Level 2 queues, workflows, SLAs, escalation paths, and automation rules.

Extend the ticket model to cover hardware as well as software issues, including categories that separate product defects, field damage, repair, and RMA.Maintain controlled pick lists for customers, products, models, and software/firmware versions so that ticket data is consistent and reportable.

Partner with the CRM Manager in the Sales organization to design, build, and maintain the Microsoft Dynamics 365 to Jira integration, using Power Automate within Econolite's Azure tenant, so that accounts, contacts, customer numbers, installed equipment, subscriptions/SMAs, licenses, and RMAs have one system of record and are never double entered.

Coordinate with the CRM Manager on a shared integration roadmap, data ownership, field mapping, change control, and joint testing, so that changes on either side do not break the other.

Work with the CRM Manager to deliver a real-time view of each customer's open and closed support tickets inside the CRM, along with a ticket entry and update form for Sales and Field Service Representatives.

Connect Support to RMA/Warranty, Quality, and Engineering (Level
3) processes, including escalation into Azure Dev Ops and other…