Q-Free

Systems Engineer

• Serve as a primary technical resource for Traffic Management System support and customer issue resolution
• Respond to support requests through the ticketing system and support hotline
• Troubleshoot and resolve hardware, software, communications, and network issues related to traffic management platforms and ITS devices
• Configure and maintain traffic signals, PTZ cameras, Dynamic Message Signs, traffic detectors, and other ITS technologies
• Manage incidents according to client-specific SLAs and ensure timely resolution
• Train agency personnel on Q-Free systems, products, and software features
• Document system architecture, configurations, processes, and troubleshooting procedures
• Support system backups, disaster recovery, and infrastructure maintenance
• Collaborate with Project Managers, Software Engineers, QA teams, Database Administrators, and customer stakeholders
• Participate in an on-call rotation supporting 24/7 transportation operations
• Identify process improvements and recommend technical solutions that enhance system performance and reliability

• Serve as the primary technical liaison for the client, responding to operational questions, support needs, and system issues
• Troubleshoot and resolve hardware, software, server, workstation, network, communications, and application issues
• Install, configure, monitor, maintain, and support client systems and cloud or on-premises infrastructure
• Manage system backups, recovery processes, system security, and performance monitoring
• Track, triage, escalate, and resolve issues according to client-specific SLA guidelines
• Train operations staff on Q-Free platforms, products, features, and changes
• Document system architecture, configurations, troubleshooting procedures, installations, modifications, and system changes
• Facilitate client meetings and change control processes, including preparing and presenting change proposals
• Collaborate with project managers, database administrators, software engineers, quality assurance teams, vendors, and client stakeholders
• Identify system improvements and recommend upgrades supporting technical standards, reliability, and client success
• Participate in cross-training and provide on-call support during off-hours as required