Product Support Engineer (Level 2)

Remote
Operations – Support /
Full-Time /
Remote
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 Data is seeking a Product Support Engineer to help our customers solve mobility problems using Streetlight Insight® (our SaaS on-demand platform), other StreetLight 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 and is remote with the option to work out of any Jacobs’ offices in the US or Canada.  Location based in ET or CT time zones strongly preferred. 

Key Responsibilities

    • Provide comprehensive support for users of the Streetlight Insight® platform and other StreetLight 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  
    • Provide troubleshooting and resolution 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 for Support team processes and communicate with team and director    
    • 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 

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. 
    • 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 data and identifying patterns. 
    • 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 ET or CT time zones strongly preferred. 
    • Occasional travel to StreetLight in-person events (when feasible). 

Why you will love it here:

    • Fun company and team outings (combination of virtual and in-person events) 
    • Collaborative and supportive teammates 
    • A great opportunity to grow your career with ample training and structure along the way 
    • 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 
$85,000 to $90,000 a year, with potential for bonus

Jacobs’ health and welfare benefits are designed to invest in you and in the things you care about. Your health. Your well-being. Your security. Your future. 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.

The salary range for this position is $85,000 -$90,000 (with potential for bonus). This range reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

StreetLight Data is an equal opportunity/affirmative action employer. StreetLight 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.