Provide first - level technical support for desktops and peripherals at Computacenter. Maintain customer satisfaction and coordinate technical work activities in a dynamic environment.
About the role
- Technical Support Engineer providing customer support and technical guidance for MS2 software. Leading issue triage and collaborating with engineering to ensure high-quality outcomes.
Responsibilities
- Ensure customer requests and issues are triaged and responded to base on SLOs
- Provide input on acceptance criteria and prioritization based on customer needs and product goals
- Work with clients to identify business needs and system requirements.
- Develop solution concepts based on an understanding of the client's needs.
- Utilize our software to help clients perform annual goals
- Support and nurture client relationships
- Document verified bugs and complex issues in customer tickets and ClickUp
- Work with product management, engineering, and other stakeholders to identify solutions and determine prioritization
- Coordinate with development teams to resolve technical issues
- Liaise with third-party vendors and service providers
- Provide status updates to stakeholders based on SLOs
- Ensure appropriate triaging procedures are documented and followed
- Triage field-found and internal bugs using best practices
- Ensure communications maintain customer confidence and satisfaction
- Support verification of code changes before deployment
- Ensure product and process documentation is appropriately maintained
- Support development of comprehensive training materials
- Provide or coordinate product and process training to internal and external users
- Ensure knowledge base and help center are maintained
- Support customer configuration and onboarding activities
- Consult with clients to determine optimal configuration for MS2 software
- Coordinate setup for new agency sites
- Verify and test customer configurations
- Attend training sessions, professional conferences and demonstrations to represent MS2 and answer technical questions.
- Keep up with industry trends in transportation data management.
- Some travel required
Requirements
- Prior experience in a similar technical support or consulting role (minimum 5 years preferred).
- Advanced familiarity with debugging modern web application systems and workflows, and triaging production issues in customer-facing environments
- Prior experience in a similar technical support or consulting role
- Excellent organizational skills and attention to detail
- Excellent analytical and problem-solving skills
- Demonstrated experience collaborating in team settings
- Customer-focused mindset with commitment to high-quality service
- Technical proficiency with support tools and software
- Understanding of SLOs and escalation procedures
- Ability to facilitate cross-functional collaboration
- Familiarity with agile/pod-based team structures
- Understanding of software development lifecycle
- Experience with ZenDesk, ClickUp, MS Office Suite, Document360, or similar systems
- Geographical Information System (GIS).
- Familiarity with Traffic Data Management
- Familiarity with Statistics
- Transactional SQL experience
Benefits
- Participation in the company's annual bonus program
- 401(k) with matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Disability insurance
- Vision insurance
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