Technical Support Engineer

Midwestern Software Solutions, LLC ("MS2")•Ann Arbor, MI

5d•$70,000 - $100,000•Hybrid

About The Position

MS2 is a national leader in transportation data management and analysis and has the largest traffic count database in North America. More than 270 agencies in 31 US States, and 3 Canadian Provinces, including 28 state Departments of Transportation, are using MS2 software to manage their transportation data. MS2 is located in the beautiful city of Ann Arbor, Michigan, the home of high-tech industries and the University of Michigan. Residents of the city enjoy beautiful parks, mature neighborhoods, amenities of the Huron River and easy access to downtown Detroit or to colorful “Pure Michigan” woods and waterways. MS2 is a friendly, open, team working to support our clients' software needs. Staff members work on a variety of tasks and are given a high degree of responsibility. We offer an excellent environment for transportation professionals and Software Engineers with competitive compensation and benefit packages. We're a small team and you'll have an opportunity to make a big impact! We are seeking a Technical Support Engineer to serve as a subject matter expert for MS2 software and lead customer issue triage, production debugging, and technical support delivery. This role works directly with clients to provide support, training, demonstrations, and technical guidance while partnering with Engineering and Product to ensure reliable, high-quality outcomes aligned with SLO expectations.

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
Bachelor's degree in science, engineering, a related field or equivalent experience
3+ years of experience in technical support or software development

Nice To Haves

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

Responsibilities

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.