Systems Support Engineer

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a System Support Engineer.

Job Summary:

The System Support Engineer (SSE) manages and oversees daily Support operations for a Clever Device’s customer. The primary function of the position is to oversee the lifecycle, and ultimate resolution, of technical issues reported by the customer. The SSE requires technical proficiency and strong communication skills as they often act as the primary point of contact for reported issues. The SSE shall demonstrate advanced skills in triaging issues, providing customer service, troubleshooting, and problem solving. The SSE needs to effectively maintain a cooperative working relationship with the Clever Devices Development team, fellow SSEs, other Clever Devices employees, and most importantly, our customers.

Primary Responsibilities:

Create strong relationships with customer contacts.

Have constant dialogue with customers to understand their business, needs, and to look for any issues.

When issues are reported or discovered, perform system troubleshooting, issue identification, resolution coordination, and keep the customer and internal teams updated with the current status.

Work as a key member of the customer account team to provide a unified front helping the customer support their Clever Devices’ Products. This means knowledge and information is constantly shared between the team.

Use the JIRA ticketing system to open issues, track progress and investigate potential issues. Be efficient with internal resources by investigating existing tickets prior to opening duplicates.

Troubleshoot issues with Clever Devices’ products.

Use logfiles and other inputs to proactively look for trends in fleet data. Also review reported issues for potentially larger issues.

Escalate issues to upper management when required to bring a larger audience to the problem.

Become a subject matter expert regarding our customer specific installations.

Escalate issues via JIRA tickets to get resources from Engineering when required.

Work with Engineering to provide supporting information and log files when an escalated ticket is being worked by Engineering.

Be familiar with user functions related to all Clever products at the customer’s location.

Support the underlying servers that support Clever Devices’ applications.

Understand the onboard bus equipment. Ability to troubleshoot issues with the systems on board including IVN, TSP, APC, Farebox, IP Routers

Have a basic understanding of the general structure and components of a transit Vehicle. Electrical, J1939, J1708, Ethernet, Multiplexors.

Understand how to make simple queries using SQL Server Management Studio

Be familiar with string queries and log file analysis techniques.

Required Skills:

5+ years of experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies troubleshooting

Minimum of bachelor’s level degree in Computer Science, Engineering, or equivalent

Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.

Good communication skills including oral, written, and customer approach

Familiar with SQL Management Studio and SQL Databases.

Familiar with Server Hardware and Microsoft Server Operating Systems.

Familiar with TCP/IP and network configuration.

Basic understanding of Electronics and reading schematics.

Must be able to travel locally, nationally, and internationally as required.

Must be familiar with Excel, Word, Visio, PPT, Teams, and Outlook.

Must possess a Valid Driver’s license and be able to commute daily to an office.

Preferred Skills:

Experience with Jira and Confluence software.

Familiar with Splunk and data mining using Splunk.

Understanding of Hardware and systems used onboard transit buses.

Understanding of mechanical systems on vehicles as well as Electrical and J1939/J1708.

Coding background background. C#, C++, Python.

Familiar with PowerShell scripts.

Familiar with using Grep and string queries.

Understanding of Security fundamentals; Firewalls, AV software, and ACLs.

Familiar with installing and supporting Java, Apache Tomcat, MSSQL.

Familiar with HTML, JSON, XML formats.