Technical Support Engineer - Traffic Engineering

Technical Support Engineer

Department: Operations

Reports to: Engineering Support Manager

The Support Engineer is responsible for the processes that prepare, configure, and optimize Rhythm Engineering products. The Support Engineer will work in coordination with all stakeholders to manage traffic coordination quality, efficiency, and consistency. The role has overall responsibility for completing assigned tasks in support of our products, maintaining high standards of quality, consistency, accountability and efficiency, and maintaining deliverables throughout execution. Support Engineers may be recognized as Senior (having attained accountability as a multiple subject matter expert) or as a Lead (having responsibility over the team results).

Organization Account-abilities

Partner Support

• Prioritize & assign incoming tasks
• Provide Remote Technical Support to partners and clients
• Escalate unresolved hardware and software problems per established processes
• Assess resolutions of configuration support cases for competency and quality
• Organize all support deliverables in shared drive per process; Manage hand-off of completed projects and associated client relationships to the support team
• Host effective meetings for training Rhythm teammates and external partners and clients
• Participate in rotated all-hours support phone assignment (on-call)
• Keep all CRM and communication tools updated with actions and milestones
• Log all time spent on support cases to CRM for billing/reporting
• Organize all support deliverables in shared drive per process

Essential Functions

• Independently apply knowledge of principles and practices in broad areas of assignments and related fields.
• Work on support cases of moderate scope with complex features.
• Independently evaluate, select, and adapt standard techniques, procedures, and criteria.
• Acquire general knowledge of principles and practices of related fields, and ability to function on multidisciplinary teams.
• Work on multiple projects of moderate size or portions of major projects.
• Analyse data including traffic volume counts, intersection spacing, and signal properties to come up with adaptive system configurations.
• Monitor traffic during initial deployment stage. Use monitoring tools to observe real-time traffic flow and conditions.
• Daily interaction with clients to discuss past, current, and future projects involving troubleshooting, project design, and project proposals.
• Support field personnel and/or clients if issues arise.
• Generate Before and After traffic studies.
• Develop proficiency and conduct processes associated with new and developing Rhythm Engineering products and services.
• Work as a functional member of multiple teams: Engineering team, Operations team and Rhythm Engineering team; Leads training of Support Engineers
• Review completed support documents for conformity and quality assurance.
• Develop new techniques and/or improved processes, materials, or products.

Competencies

• Critical thinking and problem solving
• Confident and competent decision-making capabilities
• Adaptability
• Time Management and task prioritization
• Exceptional organizational skills, detail-oriented & process-driven
• Strong oral and written communication skills

Preferred Qualifications:

• Graduate or Post Graduate from an Engineering Background
• Experience in Technical Engineering Support Voice
• Experience in handling US Tech support roles
• Traffic Engineers