Technical Support Professional II

Econolite® is an innovator of Intelligent Transportation System (ITS) solutions, products, and services. Our technology is helping save lives and making the Smart City a reality. If you want to be at the forefront of this intelligent technology revolution, we want to talk to you about being part of our team. Econolite is committed to employing the best talent that will make significant contributions to building a safer, connected world. Econolite’s ITS solutions ease traffic congestion, provide safer mobility, and improve quality of life. As the one-stop-shop leader for traffic management systems, sensor products, and services, Econolite is committed to the advancement of connected and autonomous vehicles, smart cities, and cybersecurity. The role of the Technical Support Professional II is to provide world-class technical support for Econolite’s Traffic Controller, Detection, and Cabinet products to Econolite’s Field Support Representatives, Account Managers, and Channel Partners. The Technical Support Professional will also be accountable for timely and comprehensive responses to Econolite sales and field personnel so that customers are provided with the best support experience possible. This candidate should be trained in and have practical work experience with Econolite’s Controller, Detection, and Cabinet products. DUTIES Provide hands-on technical support for Econolite’s Traffic Controller, Cabinet, and Detection products. Analyze, document, investigate, and resolve customer issues, while ensuring timely customer communication and managing customer expectations. Follow customer support policies and procedures and keep the database of customer tickets constantly updated and refreshed. Work closely with Econolite’s sales and distributor personnel, including Account Managers and Field Service Representatives, providing them all the necessary technical assistance and helping in the evaluation of product specifications and applications engineering. Assist with internal and external Traffic Controller/Cabinet/Detection product training. Provide inputs on the development of Application Notes, Technical Bulletins, and Technical Manuals. QUALIFICATIONS A technical degree, preferably in Civil (transportation) or Electrical Engineering, or evidence of equivalent relevant technical experience 5+ years of experience in the installation and troubleshooting of traffic management systems and equipment Hands-on experience in the configuration and use of traffic controllers, including traffic operations and signal timing Knowledge of different traffic cabinet configurations and system topologies Experience in testing and troubleshooting software and hardware products, documenting issues, and getting them resolved Excellent customer relationship skills, and written/verbal communication skills Knowledge of IP networking, network devices like routers and switches, and networking tools is a plus Experience with…