Support Engineer

We are seeking a dedicated and technically adept Support Engineer to deliver top-tier support to our users. The ideal candidate will possess strong interpersonal skills and act as the user's advocate internally, collaborating with teams such as Customer Success and R&D to ensure exceptional user satisfaction.

Responsibilities:

• Assist customers in planning public transportation networks using Optibus products
• Foster strong relationships with customers to enhance satisfaction
• Adhere to SLAs and KPIs as specified in service contracts
• Identify problems, research solutions, and guide customers through corrective steps
• Collaborate closely with Customer Success, Product, and R&D teams to resolve customer issues
• Lead and execute continuous improvement processes by analyzing field issues

Requirements:

• Minimum of 2 years of experience in Customer Support or other technical customer-facing roles
• Proficient with Customer Support tools and technology
• Experience with support procedures and methodologies
• Fluent in English
• Experience in SaaS deployment and integration
• Proven ability to provide high level of support to Enterprise customers
• Excellent verbal and written communication skills, coupled with strong interpersonal skills
• Strong analytical and troubleshooting skills
• Advantage: Proven coding skills (Python - preferred) and additional languages (Spanish, Portuguese, French, Italian, German)

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.