Technical Support Engineer

What You Can Expect In This Role

• Provide Level 2 and Level 3 Technical Support on software and hardware issues.
• Serve as a product expert, being able to solve complex product and system issues.
• Provide expert product knowledge across our product lines.
• Troubleshoot fare collection systems and networks over the phone and at client sites.
• Utilize Jira, SAP or other tools to view requests for scheduling.
• Provide product training.
• Understand customer goals.
• Identify consequences of various solutions.
• Maintain a high level of customer satisfaction by clarifying customer needs and ensuring they are met.
• Solicit and analyse customer feedback for product performance and value.
• Handle customer issues promptly and escalate issues as necessary.
• Provide clients with an overview of installation activities and assist them with training and support.
• Configure and test fare collection systems and networks.
• Review technical specifications.
• Aid in the development of sales and marketing information.
• Complete special projects as directed by management.
• Some travel may be required for Technical Support activities (: 10%).
• Training activities will require more travel (:15%).

What We Are Looking For

• Related Experience
  • BA/BS degree in Engineering or related field
  • 5+ years of experience, preferably in fare collection or a related industry
  • Working experience with Windows based software support
  • Experience with networking
  • Good communication skills and ability to train customers on troubleshooting and diagnosing hardware issues
  • Strong skills in debugging, problem solving and documenting technical analysis
  • Knowledge of Jira, Salesforce and Microsoft Office Suite
  • AWS certification and experience in AWS applications support
  • Expertise in Embedded C, SSIS, DB2 and SQL server
  • Experience in VMWare, Azure or Hyper-V
  • Experience in Mobile App support on Android and iOS
  • Experience in Linux, UNIX Shell Scripting, Java, HTML, XML and CSS
• Preferred Knowledge, Skills, And Abilities
  • Excellent written and verbal communication skills
  • A common sense understanding to carry out instructions provided in written, oral or diagram form
  • Attention to detail and accuracy
  • Adaptability and flexibility
  • Analytical skills
  • Mechanical aptitude and ability to work collaboratively with engineering team
  • Strong negotiation skills and ability to work with people at all levels inside and outside the organization
  • Ability to write reports, business correspondence and procedures, along with being able to effectively present information to managers, clients, customers and the general public
  • Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists

How We Live Our Culture

• We value different backgrounds, experiences, and voices at SPX, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.
• We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.
• SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.
• SPX Pay Transparency Statement
  • We recognize that attracting the best talent is key to our strategy and success as a company. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we are able to attract the best candidates.
  • We tailor our offers within the range based on organizational needs, internal equity, market data, geographic zone, and the selected candidate’s experience, education, industry knowledge, location, technical and communication skills, and other factors that may prove relevant during the selection process.
  • This position is eligible to participate in a discretionary bonus, subject to the rules governing the plan.

Our Commitment to Diversity and Inclusion

• We are committed to embracing diversity to build a culture of inclusion at SPX.
• We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential.
• SPX is an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs