Systems Support Specialist

Clever Devices Ltd.

17h•Onsite

About The Position

As THE leader in transit technology, Clever Devices' vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a System Support Specialist to join our team The System Support Specialist (SSS) manages and oversees daily Support operations for a Clever Device’s customer onsite or remote based on assignment. The primary function of the position is to oversee the lifecycle, and ultimate resolution, of technical issues reported by the customer both back end and onboard systems. The SSS requires technical proficiency and strong communication skills as they often act as the primary point of contact for reported issues. The SSS will work alongside our customers at their chosen location and coordinated times. The SSS shall demonstrate advanced skills in triaging issues, providing customer service, troubleshooting, and problem solving. The SSS needs to effectively maintain a cooperative working relationship with the Clever Devices Development team, fellow Clever Devices employees, and most importantly, our customers.

Requirements

3+ years of experience in a technical support or engineering environment which involves hardware, software, data, and communications technologies troubleshooting
Preference of bachelor’s level degree in Computer Science, Engineering, or equivalent
Proven track record of creating comprehensive solutions and establishing priorities that provide the best-balanced solution.
Good communication skills including oral, written, and customer approach
Familiar with SQL Management Studio and SQL Databases.
Familiar with Server Hardware and Microsoft Server Operating Systems.
Familiar with TCP/IP and network configuration.
Basic understanding of Electronics and with reading schematics.
Must be able to travel locally, nationally, and internationally as required.
Must be very familiar with Excel, Word, Visio, PPT, Teams, and Outlook.
Must possess a Valid Driver’s license and be able to commute daily to an office or onsite assignment.

Nice To Haves

Experience with Large Transit System Operations
Experience with Jira and Confluence software.
Experience with reporting tools, like Crystal Reports, Power Bi, or Yellowfin.
Familiar with Splunk and data mining using Splunk.
Understanding of Hardware and systems used onboard transit buses.
Understanding of mechanical systems on vehicles as well as Electrical and J1939/J1708.
Coding background. C#, C++, Python.
Familiar with PowerShell scripts.
Familiar with using Grep and string queries.
Understanding of Security fundamentals; Firewalls, AV software, and ACLs.
Familiar with installing and supporting Java, Apache Tomcat, MSSQL.
Familiar with HTML, JSON, XML formats.

Responsibilities

Create strong relationships with customer contacts.
Have constant dialogue with customers to understand their business, needs, and to look for any issues.
When issues are reported or discovered, perform system troubleshooting, issue identification, resolution coordination, and keep the customer and internal teams updated with the current status.
Work as a key member of the customer account team to provide a unified front helping the customer support their Clever Devices’ Products. This means knowledge and information is constantly shared between the team.
Use the JIRA ticketing system to open issues, track progress and investigate potential issues. Be efficient with internal resources by investigating existing tickets prior to opening duplicates.
Troubleshoot issues with Clever Devices’ products.
Use log files and other inputs to proactively look for trends in fleet data. Also, review reported issues for potentially larger issues.
Escalate issues to upper management, when required, to bring a larger audience to the problem.
Become a subject matter expert regarding our customer-specific installations.
Escalate issues via JIRA tickets to get resources from Engineering when required.
Work with Engineering to provide supporting information and log files when an escalated ticket is being worked by Engineering.
Be familiar with user functions related to all Clever products at the customer’s location.
Support the underlying servers that support Clever Devices’ applications.
Understand the onboard bus equipment. Ability to troubleshoot issues with the systems onboard including IVN, TSP, APC, Farebox, IP Routers
Have a basic understanding of the general structure and components of a transit Vehicle. Electrical, J1939, J1708, Ethernet, Multiplexors.
Understand how to make simple queries using SQL Server Management Studio
Be familiar with string queries and log file analysis techniques.