Technical Support Engineer

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. 

Supervisory Responsibilities: 

• None. 

Duties/Responsibilities: 

 Customer Support & Solution Delivery (60%) 

• 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 

 Collaboration and Communication (10%) 

• 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 

Issue Triage & Quality Verification (15%) 

• 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 

Training & Documentation (10%)  

• 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 

Customer Configuration & Onboarding (5%)  

• 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 

General 

• Attend training sessions, professional conferences and demonstrations to represent MS2 and answer technical questions. 

• Keep up with industry trends in transportation data management. 

• Some travel required 

• 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 

Preferred Skills/Abilities:  

• 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 

Education and Experience: 

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

We offer a competitive salary and benefits package.

We promote a strong work/life balance at MS2. We encourage our employees to pursue their professional interests and take ownership of projects from start to finish. You’ll be working with big data and cloud-based solutions using the latest technologies as part of a fun and energetic team. It’s a great place to work.

Salary:

$70,000 - $100,000 a year, commensurate with skills and experience of the specific applicant

Benefits:

• Participation in the company's annual bonus program
• 401(k) with matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Disability insurance
• Vision insurance

We Want You to Be You at MS2.

At MS2 a diverse, inclusive, and equitable workplace is one where all employees, whatever their race, gender, color, ethnicity, national origin, age, sexual orientation or identity, education, disability, religion, or veteran status, feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments and programs. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.

MS2 is committed to maintaining a welcoming environment with equitable treatment for all, and we strive to:

• Provide a working environment where all employees feel safe, comfortable, and valued.
• See diversity, inclusion, and equity as connected to our mission and critical to ensure the well-being of our staff and the agencies we serve.
• Examine and dismantle any inequities within our policies, systems, programs, and services, and continually update and report our progress to our employees.
• Explore potential underlying, unquestioned assumptions that interfere with inclusiveness.
• Encourage company-wide thinking about how systemic inequities impact our organization’s work, and how best to address that in a way that is consistent with our mission.
• Help to challenge assumptions about what it takes to be a strong leader at our organization, and who is well-positioned to provide leadership.
• Practice and encourage respectful and transparent communication in all interactions.
• Commit time and resources to expand more diverse leadership at all levels of our organization.
• Lead with respect and tolerance. We expect all employees to embrace this notion and to express it in workplace interactions and through everyday practices.

MS2 wants every employee to feel our commitment to showing respect for everyone, and we encourage open communication that enables each person to be their best self.

MS2 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Hybrid work

We require you to work in the office generally at least one day per week. This is not a fully remote position, but we may provide relocation assistance to successful candidates