TAC, Systems Support Engineer

Clever Devices

Full-time

Onsite

Computer and Electronic Product Manufacturing

About the position

The TAC Systems Support Engineer (SSE) at Clever Devices is a critical role responsible for managing and overseeing support operations for customers facing complex technical issues. This position serves as an escalation point within the Technical Assistance Center (TAC), focusing on troubleshooting and resolving issues related to Clever Devices' software and hardware products. The TAC SSE acts as a customer advocate, ensuring effective communication and collaboration between internal teams and external clients, while also mentoring junior engineers and contributing to continuous improvement initiatives within the team.

Responsibilities

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Handles customer incidents/requests for technical assistance via phone or electronically.
• Gathers necessary logs and backups in a timely manner upon ticket intake.
• Diagnoses and resolves customer hardware and software issues.
• Takes ownership of mainly P1 - P3 customer incidents through resolution, including cross-functional collaboration with other departments.
• Identifies customer issues, finds solutions, or escalates to Lead TAC Engineer or another department.
• Provides remote technical assistance regarding software and hardware issues, installation, troubleshooting, and configuration of Clever Devices products.
• Documents clear descriptions of customer issues and logs continuous progress of issues and resolutions throughout the ticket lifecycle.
• Manages incidents, ensuring customers are regularly updated and incidents are escalated and followed up on in a timely manner.
• Proactively works with clients to ensure system uptime and optimal use of system functionality.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Gains an understanding of Clever Devices' workflow to better escalate issues and implement efficiencies.
• Maintains up-to-date industry technical knowledge and stays current with Clever Devices solutions.
• Actively participates in team meetings and provides training to others as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in for company objectives.
• Assists with larger team projects for continuous improvement and leads smaller projects.
• Uses logfiles and other inputs to proactively look for trends in fleet data and reviews reported issues for larger implications.
• Troubleshoots difficult and complex issues with Clever Devices' products independently.
• Becomes an expert level user in all major Clever Devices products.
• Understands onboard bus equipment and troubleshoots issues with systems on board including IVN, TSP, APC, Farebox, IP Routers.
• Has a basic understanding of the general structure and components of a transit vehicle, including electrical systems, J1939, J1708, Ethernet, and multiplexors.
• Works with complex databases and uses SQL Server Management Studio effectively.
• Familiar with string queries and log file analysis techniques.

Requirements

• 10+ years of experience in a technical support or engineering environment involving hardware, software, data, and communications technologies troubleshooting.
• Minimum of a bachelor's degree in Computer Science, Engineering, or equivalent.
• Proven track record of creating comprehensive solutions and establishing priorities for balanced solutions.
• Strong communication skills including oral, written, and customer approach.
• Familiarity with SQL Management Studio and SQL Databases.
• Familiarity with Server Hardware and Microsoft Server Operating Systems.
• Familiarity with TCP/IP and network configuration.
• Basic understanding of electronics and reading schematics.
• Proficient in Microsoft Suite (Outlook, Excel, Word, PowerPoint).
• High level of customer service attitude and aptitude.
• Self-motivated with the ability to work independently.
• Strong time management skills.
• 5+ years of experience in a Call Center/Help Desk environment.
• Willingness to travel for necessary trainings, on-site team meetings, or customer visits (< 20% required).

Nice-to-haves

• Experience with Jira and Confluence software.
• Familiarity 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 systems and J1939/J1708.
• Coding background in C#, C++, Python.
• Familiarity with PowerShell scripts.
• Familiarity with using Grep and string queries.
• Understanding of security fundamentals; firewalls, AV software, and ACLs.
• Familiarity with installing and supporting Java, Apache Tomcat, MSSQL.
• Familiarity with HTML, JSON, XML formats.