Senior System Engineer - Controllers

Job Summary 

The Senior Support Engineer is responsible for delivering advanced technical support for traffic signal controller platforms and SEPAC controller software, with a primary focus on m60, 2070, and blade controller environments. 

The role emphasizes diagnosis and resolution of issues across controller software, firmware, field hardware integration, and communications interfaces, ensuring reliable traffic system operations in live environments. 

While supporting controller-level systems, the role also maintains working capability with central systems (e.g., ATMS platforms) to ensure effective end-to-end issue resolution between field devices and system back-end components. 

This position requires strong practical experience in traffic signal systems, controller configuration, and field-integrated ITS environments, with accountability for customer support outcomes, system reliability, and service performance 

Essential Duties:  

• Provides advanced remote support for SEPAC controller software running on m60, 2070, and blade traffic controllers. 

• Diagnoses and resolves issues related to controller operation, firmware behavior, timing configuration, and field device integration. 

• Analyzes controller logs, traces, and configuration data to identify root causes of operational issues in live traffic environments. 

• Supports communication between controllers and central systems, including troubleshooting interface, protocol, and network-related issues. 

• Performs system health checks focused on controller stability, communications integrity, and field device performance. 

• Works directly with field technicians and engineering teams to coordinate issue resolution and validate corrective actions. 

• Escalates complex software or firmware defects to development or subject matter experts with clearly documented findings. 

• Ensures adherence to service level agreements, including response and resolution timelines. 

• Maintains accurate and detailed documentation of cases, controller configurations, issue analysis, and resolutions. 

• Provides guidance to customers and field personnel on controller configuration, diagnostics, and operational best practices. 

• Supports customer onboarding and upgrades involving controller software and field deployments. 

• Contributes to knowledge management through development of technical documentation, troubleshooting guides, and reusable support materials. 

• Supports continuous improvement of support processes, tools, and controller-related methodologies. 

• Identifies recurring issues and contributes to systematic improvements in controller software, configuration standards, or support processes. 

• Assists with selective central system (ATMS) troubleshooting where controller-to-center interaction is relevant. 

• Coaches and mentors junior engineers on controller systems and troubleshooting approaches. 

• Other related duties as assigned. 

Core Competencies & KSAs 

Focus on Results: Delivers reliable controller-level system support aligned with operational performance and service commitments. 

Technical Proficiency: Demonstrates deep expertise in traffic signal controllers, SEPAC software, firmware behavior, and field integration. 

Attention to Detail: Ensures accuracy in controller configurations, diagnostics, and support documentation. 

Customer Service Orientation: Provides clear guidance and effective solutions to customers and field personnel in operational environments. 

Analytical Thinking: Interprets controller data, logs, and system interactions to diagnose technical issues and identify root causes. 

Problem-Solving: Applies structured troubleshooting methodologies to resolve complex controller and integration issues. 

Communication Skills: Communicates clearly with technical and non-technical stakeholders across field, customer, and engineering teams. 

Responsiveness: Acts promptly to address operational issues impacting live traffic systems. 

Collaboration: Works effectively with field teams, central system engineers, and development organizations to drive resolution. 

Minimum Qualifications 

• Bachelor’s degree in Electrical Engineering, Traffic Engineering, Civil Engineering, Computer Science, Systems Engineering, or related field. 

• 5–10 years of experience supporting traffic signal systems or ITS field infrastructure, with direct exposure to controller platforms. 

• Demonstrable experience working with traffic signal controllers, including m60, 2070, Blade, or comparable platforms. 

• Experience supporting or configuring controller software (e.g., SEPAC or equivalent) in operational environments. 

• Strong understanding of advanced traffic signal operations, timing concepts, and field device integration (e.g. TSP, Preemption) 

• Experience diagnosing issues across controller software, firmware, communications, and hardware interfaces. 

• Working knowledge of network communications and protocols used between controllers and central systems. 

• Familiarity with central traffic management systems (ATMS) sufficient to support controller-to-center integration issues. 

• Experience with NTCIP and other traffic controller communication standards. 

• Proficiency in using remote diagnostic tools, logs, and trace analysis for troubleshooting. 

• Strong analytical, problem-solving, and documentation skills. 

• Ability to communicate technical findings effectively to customers and internal stakeholders. 

Preferred Qualifications 

• Advanced knowledge of data analysis, system optimization, and performance tuning. 

• Experience supporting controller hardware testing. 

• Experience configuring, testing and troubleshooting traffic controller cabinet. 

• Industry certifications (e.g., ITS, networking, or controller-specific training). 

• Experience working directly with field technicians and live intersection deployments. 

• Familiarity with ATMS platforms and their interaction with field controllers. 

Tools and Proficiency 

• Controller diagnostic and configuration tools 

• SEPAC controller software and related utilities  

• Network and communication diagnostic tools  

• Log and trace analysis tools  

• CRM / support systems (e.g., Hubspot, Freshdesk)  

• Microsoft Office and technical documentation tools 

Physical Demands 

The physical demands described here are representative of those that must be met to perform the essential functions of this job in compliance with ADA and OSHA guidelines.  

• Stationary Position: Must be able to remain in a stationary position for extended periods of time, while performing office‑based tasks such as working at a computer, analyzing data, or preparing documentation. 

• Movement / Traversal: Must be able to occasionally move about the office to access files, office equipment, and meeting spaces. 

• Operation of Equipment: Constantly operates a computer and standard office productivity machinery (e.g., printers, scanners, measurement devices). Tasks may include handling tools or diagnostic devices in an office/lab environment. 

• Positioning / Reaching: Occasionally positions self to access low or high areas (e.g., bending or reaching to retrieve equipment or inspect components). Reaching at or below shoulder level is typical; overhead reaching may occur occasionally. 

• Lifting / Carrying: May occasionally lift and move equipment, laptops, or tools typically up to 25 lbs. 

• Visual Requirements: Must be able to read screens, observe instruments, and perform detailed visual inspections when needed. 

• Communication: Must be able to effectively communicate with team members, clients, and stakeholders through speech and written documentation. 

Working Conditions 

• Work is primarily performed in a remote or office environment. 

• May require occasional travel for customer support or site visits. 

• Participation in after-hours or on-call support rotations may be required. 

• Interaction with customers, vendors, and internal teams across multiple locations and time zones. 

• Individuals with a disability who desire reasonable accommodation can contact the EHS Professional.