Tier 2 Technical Support Engineer - Algorithm Optimization Analyst

Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals.As a Tier 2 Technical Support Engineer specializing in Via’s Algorithm Optimization, your role will involve adapting and investigating algorithmic logic for Via's products. Your primary focus will be on aligning these algorithms with the specific business objectives and feedback of our clients.This is a role that needs someone with a strong desire to be hands on and the patience to solve customer and partner’s concerns with a can-do attitude.What You’ll Do:Address & resolve algorithmic issues as well as troubleshoot and fix technical issues on complex systems with a wide range of strategies and toolsCollaborate closely with Via's Algorithm researchers, developers, analysts, and product managersConfigure algorithmic logic for all of Via's services, while working on large-scale projectsEstablish, manage and lead support know-how, issue resolution capabilities and customer problem solvingCollaborate closely with the relevant R&D team, Partner Success, and operations departments to respond to customer escalations.Track, follow and improve SLA & KPIs to measure team successWho You Are:3+ years of experience in technical supportHands-on experience with different operating systems (linux preferred)Scripting in Bash/Python for management and automation tasks ( including, but not limited to, configuration gathering, upgrades, log-parsing & analysis)Relevant experience and working in a Cloud & SaaS environmentExperience with the following: AWS, Jenkins, Coralogix, SQLA multitasker, hands-on problem-solver, and process orientedHave a can-do attitude, great communication skills, and a creative mind to solve problemsFast learner and passionate about adopting new technologiesWhat We Offer:Trust and autonomy: we know which challenges we want to tackle but we will let you decide how to approach them – and be ready to support you along the wayLong-term career opportunities: whether you grow your expertise by tackling new issues or decide to explore a new career path, we’re in it for the long runJoining a global employer with over 600 mobility deployments in 35+ countriesBecoming part of a company that was awarded for its commitment to social goodCompetitive salary including stock optionsWe’re Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility — the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around.We created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves.Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.