MS2soft

Support Engineer

• Ensure customer requests and issues are triaged and responded to base on SLOs
• Provide input on acceptance criteria and prioritization based on customer needs and product goals
• Work with clients to identify business needs and system requirements.
• Develop solution concepts based on an understanding of the client's needs.
• Utilize our software to help clients perform annual goals
• Support and nurture client relationships
• Document verified bugs and complex issues in customer tickets and ClickUp
• Work with product management, engineering, and other stakeholders to identify solutions and determine prioritization
• Coordinate with development teams to resolve technical issues
• Liaise with third-party vendors and service providers
• Provide status updates to stakeholders based on SLOs
• Ensure appropriate triaging procedures are documented and followed
• Triage field-found and internal bugs using best practices
• Ensure communications maintain customer confidence and satisfaction
• Support verification of code changes before deployment
• Ensure product and process documentation is appropriately maintained
• Support development of comprehensive training materials
• Provide or coordinate product and process training to internal and external users
• Ensure knowledge base and help center are maintained
• Support customer configuration and onboarding activities
• Consult with clients to determine optimal configuration for MS2 software
• Coordinate setup for new agency sites
• Verify and test customer configurations
• Attend training sessions, professional conferences and demonstrations to represent MS2 and answer technical questions.
• Keep up with industry trends in transportation data management.
• Some travel required

Technical Support Engineer