TAC, Systems Support Engineer

ZipRecruiter; Woodbury (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading company in transit technology is seeking a TAC Systems Support Engineer to troubleshoot and resolve technical issues for customers. This role involves acting as a liaison between clients and internal teams, ensuring customer satisfaction through effective problem-solving and communication. The ideal candidate will have extensive experience in technical support, a strong understanding of hardware and software systems, and the ability to mentor junior staff. Join a dynamic team committed to enhancing mobility solutions worldwide.

Benefits

Health Insurance

Wellness Programs

Retirement Plans

Paid Leave

Qualifications

• 10+ years in technical support or engineering.
• 5+ years experience in a Help Desk or Call Center environment.

Responsibilities

• Act as a customer advocate, resolving customer requests.
• Diagnose and resolve hardware and software issues.
• Develop technical documentation and maintain a knowledge database.

Skills

Communication

Problem-solving

Customer Service

Time Management

Self-motivated

Education

Bachelor’s degree in Computer Science

Tools

SQL Management Studio

Microsoft Office Suite

Jira

Confluence

Job description

Job Description

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 TAC Systems Support Engineer to join our team.

TAC SSE is an escalation point within TAC that manages support operations for Clever Devices’ customers on complex issues requiring additional support. The primary function of the TAC SSE is to troubleshoot and identify technical issues with Clever Devices software and hardware products, providing solutions for escalated issues. The position acts as an advocate for the customer and liaison between internal departments and external clients. The individual shall demonstrate exceptional technical skills, judgment, investigation, problem-solving, and communication skills to maintain a cooperative working relationship with managers, employees, and other stakeholders. As a focal point, the individual will interface with the customer to meet goals and establish trust for future business.

The TAC SSE will work towards increasing their technical knowledge of Clever Devices solutions to troubleshoot and resolve customer issues efficiently. They will use their experience to create and update a knowledge base and troubleshooting processes for the TAC team. They will actively participate and lead improvement projects while mentoring and leading lower-level TAC Engineers and new team members.

TAC operates 24/7 to service our customers year-round. We are currently hiring for 2nd and 3rd shifts (Eastern time), across Monday to Sunday.

Primary Responsibilities:

1. Act as a customer advocate, resolving customer requests internally and externally.
2. Handle customer incidents and requests for technical assistance via phone or electronically.
3. Gather necessary logs and backups promptly upon ticket intake.
4. Diagnose and resolve hardware and software issues.
5. Manage P1-P3 customer incidents through resolution, collaborating cross-functionally.
6. Identify customer issues, find solutions, or escalate as needed.
7. Provide remote technical assistance, including installation, troubleshooting, and configuration of Clever Devices products.
8. Document issues clearly and keep customers informed throughout the ticket lifecycle.
9. Manage incidents, ensure regular updates, and escalate and follow-up timely.
10. Proactively work with clients to ensure system uptime and optimal functionality.
11. Maintain a positive customer service attitude.
12. Develop technical documentation, FAQs, and maintain a knowledge database.
13. Understand Clever Devices’ workflow to improve escalation processes and team efficiency.
14. Stay current with industry and Clever Devices solutions.
15. Participate in team meetings and train others as knowledge develops.
16. Leverage relationships to gather and share information, support, and achieve company objectives.
17. Assist with and lead team projects for continuous improvement.
18. Analyze logs and data trends to identify larger issues.
19. Troubleshoot complex issues independently.
20. Become an expert user of all major Clever Devices products.
21. Understand onboard bus equipment and troubleshoot related issues, including IVN, TSP, APC, Farebox, IP Routers.
22. Have a basic understanding of transit vehicle systems, electrical systems, and communication protocols like J1939 and J1708.
23. Work with complex databases using SQL Server Management Studio.
24. Utilize log files and queries for troubleshooting.

Required Skills:

1. 10+ years in technical support or engineering involving hardware, software, data, and communication troubleshooting.
2. Bachelor’s degree in Computer Science, Engineering, or equivalent.
3. Proven ability to develop solutions and prioritize effectively.
4. Excellent communication skills (oral, written, customer approach).
5. Experience with SQL Management Studio and databases.
6. Familiarity with server hardware and Microsoft Server OS.
7. Understanding of TCP/IP and network configuration.
8. Basic electronics knowledge and ability to read schematics.
9. Proficient in Microsoft Office Suite.
10. Strong customer service attitude.
11. Self-motivated, able to work independently.
12. Effective time management skills.
13. 5+ years experience in a Help Desk or Call Center environment.
14. Willingness to travel (<20%) for training and customer visits.

Additional Skills:

• Experience with Jira and Confluence.
• Familiarity with Splunk and data mining.
• Knowledge of onboard transit bus systems and mechanical/electrical systems.
• Coding experience in C#, C++, Python.
• Experience with PowerShell scripts, Grep, and string queries.
• Understanding of security fundamentals, firewalls, AV, ACLs.
• Experience supporting Java, Apache Tomcat, MSSQL.
• Knowledge of HTML, JSON, XML formats.

Clever Devices is an Affirmative Action/Equal Opportunity Employer

The compensation range posted is an estimate based on experience, skills, education, location, and other factors. The actual offer may vary.

Clever Devices offers comprehensive benefits including health insurance, wellness programs, retirement plans, paid leave, and more, depending on the position.

This description is not exhaustive. Duties and responsibilities may change as needed.