Product Support Engineer-Level 2

StreetLight pioneered the use of Big Data analytics to help transportation professionals and data analysts measure, analyze and improve transportation. Applying proprietary machine-learning algorithms to location data from mobile phones, vehicle navigation devices and IoT, StreetLight sheds light on travel patterns and makes them available on-demand via the world’s first SaaS platform for mobility, StreetLight InSight®. From measuring traffic volumes to optimizing new infrastructure to planning for autonomous vehicles, StreetLight powers more than 10,000 projects every month. StreetLight was recently acquired by Jacobs but continues to operate as an independent software organization. 
StreetLight Data is seeking a Product Support Engineer to help our customers solve transportation problems using StreetLight InSight®, our online platform. This team member will work closely with planners, modelers, and engineers, helping them put Big Data to work for transportation. 
In addition to providing comprehensive support, the Product Support Engineer will develop new materials and best practices that ensure our clients use StreetLight InSight® and other StreetLight products to the maximum potential and with the highest levels of satisfaction. This position reports to the Director, Support and is remote with the option to be in our Canadian office in Vancouver, BC or one of our US offices in Richmond, VA or San Francisco, CA.

Key Responsibilities

• 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 troubleshooting 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

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
• Strong understanding of transportation and mobility data
• 2+ years of experience working in transportation engineering/consulting, transportation agencies, or urban planning
• 2+ years of experience in a customer facing role required; technical support of customers using a software application is a plus
• 2+ years of experience with Excel, and comfortable working with data, identifying patterns and data manipulation
• Quick learner with problem-solving abilities and a strong understanding of user needs
• Excellent written, as well as verbal communication skills - this job requires writing technical guides to inform product users and regular communication with customers via email and phone
• Be extremely organized and able to follow and design processes
• Experience with geospatial tools (such as QGIS or ArcGIS) and statistics are a plus
• Experience in customer services and deliverables is a plus
• Occasional travel to StreetLight Data in-person events (when feasible)

Why You will Love it Here

• Fun company and team outings (mostly virtual events these days!)
• A great opportunity to grow your career with ample training and structure along the way
• Employer subsidized comprehensive medical, dental, and vision coverage in the US
• Paid company holidays plus accrued time off
• Employee referral bonuses to encourage the addition of great new people to the team

Interested? StreetLight Data offers a competitive salary and benefits package.
StreetLight Data is an equal opportunity/affirmative action employer. StreetLight Data provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.