Product Support Engineer, Level 2

Jacobs Solutions • San Francisco, CA

284d • $79,000 - $84,000 • Remote

About The Position

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. StreetLight pioneered the use of Big Data analytics to shed light on how people, goods, and services move, empowering smarter, data-driven transportation decisions. The company applies proprietary machine-learning algorithms and data processing resources to measure travel patterns of vehicles, bicycles and pedestrians that enable complex transportation problem solving using analytics available on SaaS platform, StreetLight InSight®. Acquired by Jacobs as a subsidiary in February 2022, StreetLight continues to provide innovative digital solutions to help communities reduce congestion, improve safe and equitable transportation, and maximize the positive impact of infrastructure investment. StreetLight is seeking a Product Support Engineer to help our customers solve wide-ranging mobility problems using StreetLight InSight® (our SaaS on-demand products) and the metrics they provide. 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's products to the maximum potential and with the highest levels of satisfaction. This position reports to the Director, Support.

Requirements

• Bachelor's degree required, preferably in a technical discipline such as Engineering, Transportation, or Urban Planning.
• 2+ years of experience in a customer-facing role required
• 2+ years of experience working in the mobility industry in a transportation related environment or agency
• 2+ years of technical experience implementing, supporting, or developing software
• Experience working with data manipulation tools, such as Excel. Comfortable working with large data sets, identifying patterns, and investigating
• Experience with geospatial tools (such as QGIS or ArcGIS) and statistics
• Proficiency with programming languages such as Python and SQL are a strong plus
• Experience with APIs are a plus
• Quick learner with problem-solving abilities and a strong understanding of user needs
• Excellent written, as well as verbal communication skills - this job requires regular communication with customers via email and phone
• Be extremely organized and able to follow and design processes
• Experience in customer services and deliverables is a plus
• Location based in MT or PT time zones strongly preferred
• Occasional travel to StreetLight in-person events (when feasible)

Responsibilities

• Provide comprehensive support for users of the StreetLight InSight® products
• Resolve issues quickly within published SLAs and maintain a high level of end-user confidence and satisfaction
• Identify potential problems and understand when problems exist without being prompted
• Analyze the root cause of tickets and permanently resolve issues
• Investigate and analyze large-scale transportation datasets to identify anomalies, patterns, and performance issues
• Provide troubleshooting on technical topics with issue resolution in mind
• Provide post-resolution follow ups with customers and other StreetLight teams
• Create and maintain support content and FAQs
• Manage a high volume of inbound requests in a timely and organized manner
• Identify areas of improvement and document technical support cases, resolutions, bugs, and feature requests for Support team processes
• Work collaboratively with all teams at StreetLight to ensure a positive experience for customers at all stages of the customer journey
• Successfully work cross-functionally with teams throughout StreetLight to improve processes for internal efficiency and ultimately customer satisfaction: Serve as a technical liaison between customers, product development, and engineering teams to advocate for user needs.

Benefits

• Fun company and team outings (combination of virtual and in-person events)
• Remote-first company with a strong culture of collaboration and support across all teams
• A great opportunity to grow your career with ample training and structure along the way
• Flexible options for remote and in-person work
• Employer subsidized comprehensive benefits packages
• Paid company holidays plus accrued time off
• Employee referral bonuses to encourage the addition of great new people to the team
• Eligible employees and their dependents may elect medical, dental, vision, and basic life insurance
• Employees are able to enroll in our company's 401k plan, and, if eligible, a deferred compensation plan and Executive Deferral Plan
• Employees will also receive 17 days of vacation per year, seven paid holidays, plus floating holidays and caregiver leave
• Hired applicants will be able to purchase company stock and have the opportunity to receive a performance discretionary bonus

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree