As a Technical Support Engineer, you will play a central role in ensuring the reliability and effectiveness of our software solutions. You'll act as a bridge between customers and internal teams, diagnosing technical challenges and guiding resolution efforts with precision and care.
What You'll Do
- Respond to customer inquiries and technical issues according to defined service level objectives
- Assess client needs and translate them into actionable system configurations
- Investigate and document bugs, ensuring accurate reporting in tracking systems
- Collaborate with engineering and product teams to prioritize fixes and improvements
- Verify configurations and support onboarding for new client implementations
- Deliver or coordinate training for both internal staff and external users
- Maintain up-to-date documentation, including knowledge base articles and process guides
- Stay current with advancements in transportation data systems and apply insights to support work
Requirements
- Proven experience in technical support, software troubleshooting, or systems configuration
- Ability to interpret customer needs and align them with technical capabilities
- Skill in communicating clearly with both technical and non-technical audiences
- Experience documenting issues, solutions, and processes in ticketing or project management tools
- Willingness to travel occasionally for training events or client engagements
- Local presence in Ann Arbor, Michigan, with availability for in-office collaboration
Benefits
- Competitive salary and benefits package
- Supportive, team-oriented environment that values ownership and initiative
- Opportunity to contribute meaningfully to software evolution and client success
- Professional growth through conferences, training, and hands-on experience
