Technical Support Engineer, Umo Mobility

Business Unit:Cubic Transportation SystemsCompany Details:We're looking for a Technical Support Engineer to join our dynamic and growing Customer Success team. As a Technical Support Engineer, you work closely with our Technical Support Specialists, Program Managers (PM), and Customer Success Managers (CSM) to support the onboarding and support of public transit agencies subscribing to Umo and cFlex, Cubic's breakthrough software-as-a-service fare collection platform. Depending on the customer need, you will also support movement of proposed customer issues into the engineering team, and potential new product feature requests into the product management funnel.

The Technical Support Engineer provides technical and operations support, training, and consultation to new and existing clients. Working closely with customers, PMs, and CSMs, the Technical Support Engineer is responsible for gathering and documenting configuration data, providing training for agency staff, platform configuration and technical support. The Technical Support Engineer works closely with Program Managers to drive on-going customer satisfaction with established clients by answering how-to questions, monitoring, and promoting increased passenger adoption, providing technical support and configuration changes, and introducing new features. This position typically works under moderate supervision and direction, and may be responsible for the mentoring of junior team members.Job Details:

Who we're looking for: We're looking for someone with a passion for the customer, sees what needs to be done and works collaboratively with stakeholders to achieve customer outcomes by applying their technical support skills and product knowledge. Your will have a proven track record interacting with customers and have the ability to operate semi-autonomous in this role. They should spend time obsessing every day on how to work with the customer, integrated third parties and our stakeholders to meet our service commitments to customers. We put a lot of trust and faith in our team members and this person must instinctively know how to use that for the betterment of our projects, customers, and team.

You will have excellent communication skills, task driven with an emphasis on attention to detail and obsesses with doing the right thing for our customers. You are comfortable with technology and managing the configuration of software. You take pride in the quality of your work.

The role is ideal for candidates that want to apply their existing technical and customer support skills and get satisfaction from helping customers. The role is ideal for candidates looking to further build out their customer support, technical support and project management skills to open additional career opportunities.

The role will require occasional travel in support of customers and projects.

Essential Job Duties and Responsibilities: 

• Work with customers to understand their operational needs and guide customers on configuration options to achieve those outcomes
• Document fare policy and other platform configuration parameters for customer sign-off
• Apply system configuration parameters for clients, including fare policies
• Lead and manage assigned onboarding work packages under the direction of the lead program manager
• Deliver training to customer end-users
• Diagnose and troubleshoot technical issues, including configuration issues with software and hardware
• Ask customers targeted questions to understand the root of the problem
• Track issues through to resolution within agreed time limits
• Talk clients through a series of actions until the issue is resolved
• Properly escalate issues to appropriate management levels (program manager vs services vs. engineering)
• Provide prompt and accurate feedback to customers
• Refer to the internal database or the external source for accurate technical solutions
• Ensure all issues are properly logged and tracked
• Manage several open issues at one time
• Follow up with clients on open issues and information requests
• Prepare accurate and timely reports
• Document technical knowledge (notes and manuals)
• Provide technical support with respect to the use of system programming interfaces
• Provide guidance and mentoring to junior team members

Success metrics for the role include:

• Customer and internal account-holder satisfaction
• Timeliness and quality of support issue resolution
• Quality of configuration work

Minimum Job Requirements: 

• Bachelor's degree.
• Six (6)+ years of experience in a sales engineering, technical support, customer support, operations support, or another relevant role - OR- Master's degree with four (4)+ years of experience.
• Proficiency in the following: Postman to troubleshoot, scripting (Python/Bash/Shell), JIRA, Condluence, and GitHub.
• Ability to deal effectively with a wide variety of technical and operational issues.
• Effective communication skills in both verbal and written forms with all levels of internal and client management and staff.
• Demonstrated interpersonal skills.
• Attention to detail and dedication to the tasks assigned, and process improvement.
• A sense of curiosity that causes you to investigate and look for root causes and solutions to problems.
• Ability to travel (once a year) to Canada and the USA, if needed.
• Flexibility to support working across multiple time zones as reasonably required.

Highly desirable

• Experience in configuring and troubleshooting networking equipment and modems.
• Scripting or programming experience utilizing programming interfaces (APIs).
• Experience supporting and working on technology solutions used for financial accounting, payment processing, and customer support.
• Business Requirement Analysis background.

What we're like?

The Umoverse is home to a growing team of mobility fanatics who are working together to make mobility accessible for everyone. Our diverse team represents the communities we serve. We come from all walks of life. We've worked in technology, operations, payments, retail, and within the transit agencies we serve. Living in 10 states and 3 countries, we are a fully remote team. 

We are: 

• Transit and mobility enthusiasts 
• Technologists who are passionate about building cloud native products at scale 
• Product & User Experience people who thrive on creating tools people use every day 
• Customer Advocates eager to make transit more accessible for all 
• Excited to solve challenges that impact people all over the world as we make mobility better 
• Quirky and love our Ugly Christmas Sweaters as much as our Tacos, Memes & Coffee 
• Believers in practicing work-life balance 

Our team is inclusive and diverse to best represent the markets and communities we serve.  We require honesty and integrity no matter what. We're hands-on and hyper-focused on driving continuous value to our customers and let nothing stand in our way of doing so. When we make mistakes (and we do), we learn quickly from them and always assume our team and customers had the best of intentions. We challenge each other's boundaries and mindsets and have built a team that's fun to work and learn with. We love thinking every day about how we can improve how we work for the benefit of our customers. We're rewarded daily as our product is used around the country to give everyone the ability to travel safely, seamlessly, and stress-free around their city or town. 

Still with us? Sound interesting? Let's talk

Worker Type:Employee

---