Product Support Engineer

StreetLight, a subsidiary of Jacobs, is seeking a Product Support Engineer to help transportation planners, modelers, analysts, and engineers solve a wide range of mobility and transportation challenges using StreetLight InSight®, our SaaS on-demand product suite, and the metrics generated. In this role, you will work closely with both with StreetLight's customers as well as cross-functionally with StreetLight teams to support customers, investigate technical issues, analyze transportation and mobility datasets, and help improve internal processes and customer experiences.

This is an exciting opportunity for someone who enjoys combining technical problem-solving, customer interaction, and data analysis in a collaborative, fast-paced environment.

Location: Remote in the United States within Atlantic, Central or Eastern Timezones

Responsibilities:

• Provide comprehensive support for users of StreetLight InSight® products and metrics

• Resolve customer issues quickly within published SLAs while maintaining a high level of customer confidence and satisfaction

• Investigate, troubleshoot, and analyze technical issues with a focus on root cause identification and long-term resolution

• Support operational workflows and processes related to StreetLight InSight® products

• Analyze large transportation and mobility datasets to identify anomalies, trends, patterns, and performance issues

• Collaborate cross-functionally with all teams at StreetLight, including Product, Engineering, Sales, and Privacy to improve internal efficiency and customer experience

• Serve as a technical liaison between customers and internal teams by communicating user feedback, bugs, and feature requests

• Create and maintain support documentation, FAQs, best practices, and training materials

• Manage a high volume of inbound support requests in a timely, organized, and detail-oriented manner

• Identify opportunities to improve support processes, workflows, and customer outcomes

• Conduct post-resolution follow-ups with customers and internal teams as needed

• Continuously learn and adapt to new tools, technologies, and evolving customer needs

• Bachelor's degree in a technical or analytical discipline such as Transportation, Urban Planning, Data Analytics, Engineering, or related field. Equivalent practical experience in technical support, software, mobility, transportation, or data-focused roles may also be considered.

• 2+ years of experience in a customer-facing role

• 2+ years of technical experience implementing, supporting, developing, or troubleshooting software solutions

• 2+ years of experience in transportation, mobility, urban planning, or related industries

• Experience working with large datasets, including analyzing, manipulating, identifying patterns, and investigating anomalies

• Strong problem-solving skills with the ability to think critically and independently

• Excellent written and verbal communication skills, including regular communication with customers via email and phone

• Strong organizational skills with the ability to manage multiple priorities and follow established processes

• Empathy for users and a strong understanding of customer needs

• Ability to work collaboratively across teams in a remote-first environment

• Willingness and ability to learn new technologies and workflows quickly

Preferred:

• Experience with operational support functions

• Proficiency with programming languages such as Python and SQL

• Experience with APIs, integrations, or technical troubleshooting involving connected systems

• Familiarity with geospatial or GIS tools such as QGIS or ArcGIS

• Comfort working with AI-enabled tools, workflows, or technologies

• Experience supporting SaaS products or technical software platforms

• Experience in customer support, technical services, or consulting environments

• Ability to travel occasionally for team or company events

Jacobs is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, medical condition, marital or domestic partner status, sexual orientation, gender, gender identity, gender expression and transgender status, mental disability or physical disability, genetic information, military or veteran status, citizenship, low-income status or any other status or characteristic protected by applicable law. Learn more about your rights under Federal EEO laws and supplemental language.