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:Foster strong relationships with customers to enhance satisfaction.Adhere to SLAs and KPIs as specified in service contracts.Lead and execute Continuous Improvement processes by analyzing field issues.Assist customers in planning public transportation networks using Optibus products.Identify problems, research solutions, and guide customers through corrective steps.Collaborate closely with Customer Success, Product, and R&D teams to resolve customer issues.RequirementsMinimum of 5 years of experience in support or other technical customer-facing rolesProficient with customer support tools and technologyFluent in English and SpanishExperience in SaaS deployment and integrationProven ability to provide high level of support to Enterprise customersExcellent verbal and written communication skills, coupled with strong interpersonal skillsExperience managing and maintaining a 24x7 production environmentExperience with support procedures and methodologiesStrong analytical and troubleshooting skillsAdvantage:Proven coding skills (Python - preferred)Additional languages (French, Italian, German)Working hours (Mexico time):Monday - FridayGenerally 9:00 - 18:00On occasion 11:00 / 12:00 - 20:00 / 21:00 (depends on Daylight Saving Time)About OptibusOptibus is revolutionizing mass transportation for global transit providers in over 5,000 cities worldwide! As a market leader in the world of Transit Optimization we use AI, ML, advanced algorithms, and cloud computing, to optimize vehicle and driver schedules, providing detailed insights into operational impacts for our customers.With 400+ employees globally, our united culture fosters a collaborative, fun and diligent work environment. Our four core values empower our employees to reimagine public transportation and change the world for the better through: Impact, determination, innovation, and caring.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 individualized support during the hiring process.
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