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

Requirements

Prior experience in a similar technical support or consulting role (minimum 5 years preferred).
Advanced familiarity with debugging modern web application systems and workflows, and triaging production issues in customer-facing environments
Prior experience in a similar technical support or consulting role
Excellent organizational skills and attention to detail
Excellent analytical and problem-solving skills
Demonstrated experience collaborating in team settings
Customer-focused mindset with commitment to high-quality service
Technical proficiency with support tools and software
Understanding of SLOs and escalation procedures
Ability to facilitate cross-functional collaboration
Familiarity with agile/pod-based team structures
Understanding of software development lifecycle
Experience with ZenDesk, ClickUp, MS Office Suite, Document360, or similar systems
Geographical Information System (GIS).
Familiarity with Traffic Data Management
Familiarity with Statistics
Transactional SQL experience

Benefits

Participation in the company's annual bonus program
401(k) with matching
Dental insurance
Employee assistance program
Flexible schedule
Flexible spending account
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Disability insurance
Vision insurance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

debuggingtriagingcustomer configurationtransactional SQLsoftware development lifecycleagile methodologyanalytical skillsproblem-solvingdocumentationtraining development

Soft Skills

organizational skillsattention to detailcustomer-focused mindsetcollaborationcommunicationrelationship managementprioritizationfacilitationadaptabilityservice orientation