Senior Support Engineer

JOB SUMMARY

The future of mobility needs people who think down different tracks; people who can turn complexity into the manageable and people who are passionate about making a difference. Whether you are servicing the very traffic infrastructure that keeps our roads moving safely, developing next-generation traffic solutions, or working on ground-breaking projects, you will play an important role in transforming traffic for today, and tomorrow.

At Yunex Traffic, we see the future every day through the projects we are working on today.  Webster defines innovation as the introduction of something new. For decades Yunex Traffic has been pushing the needle of innovation, with no plans of stopping… the reputation our customers have come to expect from a world-class organization. Check Us out and see where your dreams and drive will take you, like so many before you.

PRIMARY RESPONSIBILITIES

The Senior Support Engineer is responsible for external, remote customer support with a focus on software applications, interfaces, firmware and their hardware integration.

DETAILED RESPONSIBILITIES

• Delivers support services by using remote connections to customer systems, phone or other media.
• Provides operational assistance and support of any kind as part of case handling and project support.
• Diagnoses, clarifies and resolves technical problems as part of health checks or issue driven.
• Clarifies events, analyses trace, and diagnostic information, provides information about their findings to solve the issue and provides guidance for the next steps, e.g. site visit.
• Guides field service personnel and other specialists to solve issues and initiate improvements by escalating these towards the next higher level (e.g. Development or Subject Matter Experts) if required.
• Supports sales by identifying potential additional business and triggers sales engineer. May help to calculate “small works” if allowed to a certain value or helps proactively with technical questions in the pre-sales phase.
• Transfers acquired knowledge in the form of training, FAQs or videos to field service personnel and customers.

• Interfaces and collaborates with other internal and external support levels including but not limited to internal national and international development organizations, any internal Level 1 project support and project engineers, as well as external Level 1 and Level 3 support partners, suppliers and vendors.
• Ensures compliance with software support and project service level agreements, specifically committed response and resolution times as well as overall business targets.
• Coaches and guides young professionals.
• Provides customer onboarding and transition through customer centric services.
• Ensures quality of documented information and stakeholder communication.
• Proactively informs relevant stakeholders of status and progress of activities and requests.
• Implements best practices and new methodologies to enhance service outcomes.
• Supports Customer Support’s software business applications (such as Microsoft Dynamics), data maintenance and continuous improvements.
• Actively manages knowledge and performs controlling and reporting activities.
• Ensures maintaining high-quality documentation and building self-help knowledge platforms.

MINIMUM QUALIFICATIONS

Experience

• Bachelor’s degree in Civil Engineering, Electrical Engineering, Computer Science, Systems Engineering or related field.
• Five to ten years (5-10) years of working experience in the Intelligent Transportation Systems (ITS) industry.
• Certifications such as CompTIA A+, Cisco CCNA, Microsoft MCSA/MCSE, or other relevant industry certifications can be beneficial.
• Experience with Cloud Platforms (AWS, Azure, etc.) and Server HW & SW, local and wide area network communication, as well as virtualization.
• Comprehensive software product expertise in connected vehicle technology, traffic signal control and advanced traffic management systems (ATMS) software application.
• Experience with cloud-based and on-premises IT infrastructure, communication and networking technologies typical in the ITS industry.
• Familiarity with Customer Relationship Management (CRM) systems like Dynamics, Salesforce or HubSpot.
• Demonstrable knowledge about distributed applications and systems, databases, networking, cloud computing, and embedded systems and their integration.
• Proficiency in using remote support tools and software to diagnose and resolve technical issues.
• Proficiency in data analysis and performance optimization.

Skills

• Ability to diagnose, clarify, and resolve technical problems efficiently.
• Excellent verbal and written communication skills to effectively interact with customers, field service personnel, and internal teams.
• Strong focus on customer satisfaction and the ability to manage customer relationships.
• Ability to work with various internal and external support levels, including development teams and external partners.
• Capability to create training materials, FAQs, and videos to transfer knowledge to field service personnel and customers.
• Ability to identify potential business opportunities and support sales efforts.
• Willingness to learn new technologies and methodologies to improve service outcomes.

How do I apply?

We can only accept online applications. Click the “Apply Now” button below to submit your application.

About Us:

We are a global leader in intelligent transport systems with more than 3,500 passionate employees who pioneer, develop, create, install and maintain innovative road traffic and mobility solutions all over the world.

We make our roads smarter, safer and greener. The work we do enables cities, highways authorities and infrastructure operators to create a new world of mobility and makes cities more livable for everyone.

Our solutions range from traffic lights, tolling solutions and tunnel management to software, AI applications and the intelligent networking of all road users.

Become a Traffic Transformer and help us to continue transforming towns and cities all over the world.

Our Commitment:

At Yunex Traffic, the uniqueness of our people is our strength. Our people are at the heart of what we do and every voice, perspective and contribution is valued. The future of mobility needs people who think down different tracks and we empower our people to transform cities all over the world. Join us and make a difference too.