Product Support Specialist

Support WPS USA Corp's customers nationwide from our office in Eldersburg, Maryland. As Product Support Specialist, you are the technical point of contact for parking operators, service partners and WPS technicians, helping them resolve issues quickly by phone, video and remote sessions, with occasional on-site support.

Reporting to the Operations Manager and Service Coordinator, you will troubleshoot our parking access and revenue control systems (PARCS) across software, network and hardware. This opportunity suits an experienced, customer-focused technician who enjoys solving problems, works independently and keeps the team informed.

About WPS

WPS provides automated parking access and revenue control systems that help people move through parking facilities and give operators tools to improve asset utilization and revenue collection. Our mission is to deliver intelligent, reliable, innovative and future-ready parking technology.

WPS USA Corp supports government, institutional and commercial customers. Our cloud-based platform is designed to evolve within the broader transportation, mobility and smart city ecosystem. WPS USA Corp is part of WPS Parking Systems Group, headquartered in the Netherlands, and is owned by CERTINA GROUP.

What will you do?

• Provide second and third level support for WPS PARCS users, service partners and technicians via phone, email, video and remote desktop.
• Take ownership of support tickets in our ticket management system and follow them through to resolution.
• Guide customers and technicians through field repairs on hardware and software, down to board level.
• Troubleshoot WPS network setups (LAN), network devices and credit card configurations.
• Support installation, testing and commissioning of new sites, as well as software upgrades and patches at existing locations.
• Configure ParkID and train customers and operators in daily use, reporting and basic programming.
• Record work orders, parts and labor in our ERP system.
• Take part in an on-call rotation one week per month.

Required qualifications

• At least two years of experience in network or systems administration, or an equivalent combination of education and experience.
• Strong troubleshooting skills at system, equipment and component level, including electronics, electromechanical and software.
• Working knowledge of Windows Server, Windows OS, SQL and firewall configuration.
• Solid understanding of core network services such as DNS, DHCP and TCP/IP, plus VPN, LAN and WAN.
• Working knowledge of AC and DC electrical circuits and relay logic.
• Clear written and verbal communication skills with a strong customer focus.
• Valid driver's license with a clean driving record and the ability to travel to customer sites.
• Ability to perform physical field work, including lifting up to 50 lbs and climbing ladders.
• Willingness to complete WPS technical certification training within 24 months.
• Experience with Linux, WSUS, ERP software or ticketing systems is a plus.