Technical Support Engineer

Provide specialized technical support to the customers, account managers, field support representatives, and channel partners/distributors for its Traffic Controller and Cabinet products. Work closely with the technical field support team of customer care professionals, and be the dedicated liaison between this support team and Engineering. Investigate and resolve field issues, analyze and troubleshoot customer applications, and communicate effectively with customers/partners. Provide Traffic Controller/Cabinet product training to internal and external audiences.

Work closely with the rest of the Engineering team and provide inputs on product performance in the field.

We are seeking someone with a strong Traffic Engineering background, a deep understanding of traffic management products and applications, and a passion for customer support.

• Provide specialized technical support for the Traffic Controller and Cabinet products.
• Support the technical field support team consisting of customer care professionals on day-to-day product support needs.
• Act as the dedicated liaison between Engineering and the field support team.
• Apply strong domain knowledge to analyze, document, investigate, and resolve customer issues, while ensuring timely customer communication and managing customer expectations.
• Follow customer support policies and procedures, and keep the database of customer tickets constantly updated and refreshed.
• Work closely with the company’s sales and distributor personnel, including Account Managers and Field Service Representatives, providing them all the necessary technical assistance and helping in the evaluation of product specifications and applications engineering.
• Assist with internal and external Traffic Controller/Cabinet product training.
• Provide inputs on the development of Application Notes, Engineering Bulletins, and Technical Manuals.

• A 4-year technical degree, preferably in Civil (transportation) or Electrical Engineering, or evidence of equivalent relevant technical experience.
• 3+ years of experience in the installation and troubleshooting of traffic management systems and equipment.
• Advanced knowledge of the configuration and use of traffic controllers, and demonstrated experience in traffic operations and signal timing.
• Advanced knowledge of different traffic cabinet configurations and system topologies.
• Knowledge of IP networking, network devices like routers and switches, and networking tools.
• Experience with different operating systems (Linux, VxWorks, Windows).
• Experience in testing and troubleshooting software and hardware products, documenting issues, and getting them resolved.
• Excellent customer relationship skills, and written/verbal communication skills.

• Experience performing signal turn-ons, troubleshooting field issues, or signal timing updates.

Ability to travel as requested to meet business needs.

Job Type
:
Full-time

• Installation of Traffic Mgmt Systems: 3 years (Required)
• Knowledge and Config of Traffic Controllers: 3 years (Required)

• Bachelor's (Required)