Transit CAD/AVL Engineer – Onsite & Remote Support

Socket.dev; Massachusetts; On-site; USD 90,000 - 130,000; Full time

Job summary

Vontas seeks a Customer Engineer for the Boston Metro region to serve as the primary technical consultant for one or more customers. You will troubleshoot, advise on CAD/AVL systems, and stay current with tech to optimize software and hardware use.

The role involves on-site visits, training, and up to 50% travel to remote clients. Reports go to the Manager, Customer Engineering, and collaboration with staff is key.

Qualifications

• Bachelor’s degree in a technical discipline or equivalent experience with proven training in network administration and/or computer programming.
• Minimum five (5) years related experience required.
• High proficiency with MS Office Suite and related applications is required (will be utilizing Remote Desktop, Command Prompt, and Powershell on a regular basis).
• Knowledge of the Public Transportation Industry, particularly with CAD/AVL, is preferred.
• Experience with SQL Server and/or ORACLE databases is preferred.

Responsibilities

• Supports the external customer(s) as well as Vontas staff with problem tracking, resolution, and escalation
• Coordinate and conduct in person and remote customer meetings and training as needed (primarily Teams product based but can utilize Zoom)
• Keep customer informed of problem status and resolution
• Review all current outstanding cases with customers on a weekly or bi-weekly basis
• Support onsite vehicle support of onboard hardware and software solutions
• Manage and maintain all aspects of the maintenance agreements with assigned clients
• Create development reports, FAQs and knowledge base articles
• Coordinate and install standard upgrades and patches as necessary
• Lead workflow process and software configuration sessions with customers
• Deliver training to customers as needed
• Prioritize and balance competing issues based on urgency (internal and external) and length of time outstanding
• Available for remote support after hours in an on-call rotation (compensated)
• Conduct property assessments to determine the health of the overall CAD/AVL system as well as feature usage by the users; document customer processes and consult on improvements for better adoption of the current system

Skills

Customer-facing communication

Troubleshooting

Networking concepts

Self-learning

Adapt to new tech

Multi-tasking

Education

Bachelor's degree in a technical discipline

5 years related experience

Tools

MS Office Suite

Remote Desktop

Command Prompt

PowerShell

SQL Server

Oracle

Job description

Vontas seeks a Customer Engineer for the Boston Metro region to serve as the primary technical consultant for one or more customers. You will troubleshoot, advise on CAD/AVL systems, and stay current with tech to optimize software and hardware use.

The role involves on-site visits, training, and up to 50% travel to remote clients. Reports go to the Manager, Customer Engineering, and collaboration with staff is key.