Position Overview

We are seeking a seasoned Technical Support Engineer to support our clients and internal team with creative solutions to a myriad of technical challenges. This individual will be a cross-functional contributor working primarily within the Customer Success (CX) team, but touching every department in the company. Key examples of this include manipulating client data into a usable format for implementation; assisting with account expansion through creative solution engineering; creating impactful software demos; assisting with QA processes to support smooth software releases. 

Approximately 70% of this role will involve working closely to support the Implementation Project Managers to set up and support clients, including:

• Discussing complex data requirements with clients.
• Setting up automated data connections through a data connector and validation of the data update process.
• Software set up - joining tables to build datasets within the Numetric platform, configuring software settings, data transformation.
• Supporting the CX Team with technical requests and requirements.
• QA and documentation of bugs found by the CX team and reported by customers.
• Coordinating issue resolution with the engineering team.

Approximately 15% of this role will include managing the Numetric Help Desk and answering client questions. 

Finally, approximately 15% of this role will include supporting the Sales team with creation of demos, including:

• Discussing data requirements with prospective clients. 
• Software demo set up - building datasets, configuring software settings, data transformation.
• Supporting the Sales team with technical support and solution engineering.

This role will often involve creative problem-solving/ project management strategies and the ability to communicate technical issues to colleagues and customers with a variety of backgrounds, explaining the issues and fixes in a way that is equally understood by the tech guru and the tech-challenged user. 

Essential Responsibilities

• Provide support to the CX team, including:
• Data manipulation
• Automating data transfer / API processes
• Support technical aspects of larger projects
• Set up Numetric Applications to support prospective, new and current clients, acting as a Product Subject Matter Expert
• Becoming an expert in Numetric products and apps.
• Work with CX and QA team to complete QA/QC activities.
• Creating and improving our Knowledge Base content, both internally and externally
• Manage the Numetric Help Desk (Intercom & Support email) Monday - Friday, 9am-5pm. 

Requirements / Technical skills 

• Familiarity with support ticket, call center, and knowledge-based systems
• Ability to read and analyze application error logs
• Basic scripting and programming experience
• Data manipulation experience (Python/R) is preferred 
• Working knowledge of SQL (SQL queries & join types) 
• Working knowledge of building and managing API connections
• Server administration experience
• Proactively address opportunities and issues with appropriate urgency
• Excellent analytical, troubleshooting and interpersonal skills
• Strong verbal, presentation, and written communication skills

Qualifications

• 1+ years of experience in SQL.
• 1+ years of experience manipulating large datasets with Python and/or R.
• 2+ years experience working in a technical support or technical project management role.
• Experience/interest with ArcGIS or other GIS software strongly preferred, but not required.
• Business Intelligence software experience (Tableau, PowerBI, etc.) strongly preferred, but not required.

Company Overview

Numetric is a traffic safety analytics technology solution provider that empowers state and local agencies to be more efficient, data-driven, and focused in making their roadways safer via a cloud-based platform of SaaS applications and data services. Numetric is a traffic safety analytics technology solution provider that empowers state and local agencies to be more efficient, data-driven, and focused in making their roadways safer via a cloud-based platform of SaaS applications and data services. Through expert data preparation, data structuring, and data management services, Numetric empowers its customers to combine and analyze traffic data from multiple sources with more clarity and depth than ever before. Numetric executes the most time- consuming tasks lightning-fast and with more accuracy—tasks such as querying data, building reports, running safety analyses, and producing project cost estimates. This platform is easy to share with any stakeholder inside and outside public transportation agencies, providing access to the data in an intuitive, cloud-based interface.

Our Mission:  We partner with organizations to provide solutions that unlock the power of data to help domain experts make informed decisions, improve community safety, and eliminate roadway fatalities.

Our values: 

• Drive: We’re committed to hard work and solving complex problems that create value
• Integrity: We believe in doing the right thing
• Humility: We embrace the desire to improve, are willing to ask questions, and are respectful when helping others
• Excellence: We value passionate & creative individuals that bring purpose & ambition to their work
• Joy: We celebrate personal and professional success

Compensation / Benefits: 

• Generous PTO 
• 401K
• Medical and Dental - 100% paid for by Numetric
• 100% HSA with employer contribution
• Short and Long Term Disability - 100% paid for by Numetric 
• Voluntary Vision and Accident coverage 
• Work-life balance / Work from home 

Numetric is An Equal Opportunity Employer. Numetric is committed to building a culturally diverse team and strongly encourages applications from female, minorities, individuals with disabilities and veterans.