{"schemaVersion":"jobsearcher.job.v1","id":"1aeecf851630ca3815adb021","url":"https://jobsearcher.com/jobs/1aeecf851630ca3815adb021","canonicalUrl":"https://jobsearcher.com/jobs/1aeecf851630ca3815adb021","title":"Technical Support Engineer","description":"MS2 is a national leader in transportation data management and analysis and has the largest traffic count database in North America. More than 270 agencies in 31 US States, and 3 Canadian Provinces, including 28 state Departments of Transportation, are using MS2 software to manage their transportation data.\r\nMS2 is located in the beautiful city of Ann Arbor, Michigan, the home of high-tech industries and the University of Michigan. Residents of the city enjoy beautiful parks, mature neighborhoods, amenities of the Huron River and easy access to downtown Detroit or to colorful \"Pure Michigan\" woods and waterways.\r\nMS2 is a friendly, open, team working to support our clients' software needs. Staff members work on a variety of tasks and are given a high degree of responsibility. We offer an excellent environment for transportation professionals and Software Engineers with competitive compensation and benefit packages. We're a small team and you'll have an opportunity to make a big impact!\r\nWe are seeking a Technical Support Engineer to serve as a subject matter expert for MS2 software and lead customer issue triage, production debugging, and technical support delivery. This role works directly with clients to provide support, training, demonstrations, and technical guidance while partnering with Engineering and Product to ensure reliable, high-quality outcomes aligned with SLO expectations.\r\nSupervisory Responsibilities: None.\r\nDuties/Responsibilities: Customer Support & Solution Delivery (60%)\r\nEnsure customer requests and issues are triaged and responded to base on SLOs\r\nProvide input on acceptance criteria and prioritization based on customer needs and product goals\r\nWork with clients toidentifybusiness needs and system requirements.\r\nDevelop solution concepts based on an understanding of theclient'sneeds.\r\nUtilize our software to help clients perform annual goals\r\nCollaboration and Communication (10%)\r\nSupport and nurture client relationships\r\nDocument verified bugs and complex issues in customer tickets andClickUp\r\nWork with product management, engineering, and other stakeholders toidentifysolutions anddetermineprioritization\r\nCoordinate with development teams to resolve technical issues\r\nLiaise with third-party vendors and service providers\r\nProvide status updates to stakeholders based on SLOs\r\nIssue Triage & Quality Verification (15%)\r\nEnsureappropriate triagingprocedures are documented and followed\r\nTriage field-found and internal bugs using best practices\r\nEnsure communicationsmaintaincustomer confidence and satisfaction\r\nSupport verification of code changes before deployment\r\nTraining & Documentation (10%)\r\nEnsure product and process documentation is appropriately maintained\r\nSupport development of comprehensive training materials\r\nProvide or coordinate product and process training to internal and external users\r\nEnsure knowledge base and help center are maintained\r\nCustomer Configuration & Onboarding (5%)\r\nSupport customer configuration and onboarding activities\r\nConsult with clients todetermineoptimalconfiguration for MS2 software\r\nCoordinate setup for new agency sites\r\nVerify and test customer configurations\r\nGeneral\r\nAttend training sessions, professionalconferencesand demonstrations torepresentMS2 and answer technical questions.\r\nKeep up withindustrytrends in transportation data management.\r\nSome travelrequired\r\nPrior experience in a similar technical support or consulting role (minimum 5 years preferred).\r\nAdvanced familiarity with debugging modern web application systems and workflows, and triaging production issues in customer-facing environments\r\nPrior experience in a similar technical support or consulting role\r\nExcellent organizational skills and attention to detail\r\nExcellent analytical and problem-solving skills\r\nDemonstrated experience collaborating in team settings\r\nCustomer-focused mindset with commitment to high-quality service\r\nTechnicalproficiencywith support tools and software\r\nUnderstanding of SLOs and escalation procedures\r\nAbility tofacilitatecross-functional collaboration\r\nPreferred Skills/Abilities: Familiarity with agile/pod-based team structures\r\nUnderstanding of software development lifecycle\r\nExperience withZenDesk,ClickUp, MS Office Suite, Document360, or similar systems\r\nGeographical Information System (GIS).\r\nFamiliarity withTraffic Data Management\r\nFamiliarity withStatistics\r\nTransactional SQL experience\r\nEducation and Experience: Bachelor's degree in science, engineering, a relatedfieldor equivalent experience\r\n3+ years of experience in technical support or software development\r\nWe offer a competitive salary and benefits package.\r\nWe promote a strong work/life balance at MS2. We encourage our employees to pursue their professional interests and take ownership of projects from start to finish. You'll be working with big data and cloud-based solutions using the latest technologies as part of a fun and energetic team. It's a great place to work.\r\nSalary: $70,000 - $100,000 a year, commensurate with skills and experience of the specific applicant\r\nBenefits: Participation in the company's annual bonus program\r\n401(k) with matching\r\nDental insurance\r\nEmployee assistance program\r\nFlexible schedule\r\nFlexible spending account\r\nHealth insurance\r\nLife insurance\r\nPaid time off\r\nProfessional development assistance\r\nReferral program\r\nDisability insurance\r\nVision insurance\r\nWe Want You to Be You at MS2.\r\nAt MS2 a diverse, inclusive, and equitable workplace is one where all employees, whatever their race, gender, color, ethnicity, national origin, age, sexual orientation or identity, education, disability, religion, or veteran status, feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments and programs. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.\r\nMS2 is committed to maintaining a welcoming environment with equitable treatment for all, and we strive to:\r\nProvide a working environment where all employees feel safe, comfortable, and valued.\r\nSee diversity, inclusion, and equity as connected to our mission and critical to ensure the well-being of our staff and the agencies we serve.\r\nExamine and dismantle any inequities within our policies, systems, programs, and services, and continually update and report our progress to our employees.\r\nExplore potential underlying, unquestioned assumptions that interfere with inclusiveness.\r\nEncourage company-wide thinking about how systemic inequities impact our organization's work, and how best to address that in a way that is consistent with our mission.\r\nHelp to challenge assumptions about what it takes to be a strong leader at our organization, and who is well-positioned to provide leadership.\r\nPractice and encourage respectful and transparent communication in all interactions.\r\nCommit time and resources to expand more diverse leadership at all levels of our organization.\r\nLead with respect and tolerance. We expect all employees to embrace this notion and to express it in workplace interactions and through everyday practices.\r\nMS2 wants every employee to feel our commitment to showing respect for everyone, and we encourage open communication that enables each person to be their best self.\r\nMS2 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.\r\nHybrid work We require you to work in the office generally at least one day per week. This is not a fully remote position, but we may provide relocation assistance to successful candidates\r\nJ-18808-Ljbffr","company":"Midwestern Software Solutions Ms2","rawCompany":"midwestern software solutions ms2","city":"Ann Arbor","state":"MI","isRemote":false,"isActive":false,"createdAt":"2026-04-11T05:07:58.981Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"},{"code":"15-1299.08","title":"Computer Systems Engineers/Architects","slug":"computer-systems-engineers-architects"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541330","title":"Engineering Services","slug":"engineering-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Engineer","description":"MS2 is a national leader in transportation data management and analysis and has the largest traffic count database in North America. More than 270 agencies in 31 US States, and 3 Canadian Provinces, including 28 state Departments of Transportation, are using MS2 software to manage their transportation data.\r\nMS2 is located in the beautiful city of Ann Arbor, Michigan, the home of high-tech industries and the University of Michigan. Residents of the city enjoy beautiful parks, mature neighborhoods, amenities of the Huron River and easy access to downtown Detroit or to colorful \"Pure Michigan\" woods and waterways.\r\nMS2 is a friendly, open, team working to support our clients' software needs. Staff members work on a variety of tasks and are given a high degree of responsibility. We offer an excellent environment for transportation professionals and Software Engineers with competitive compensation and benefit packages. We're a small team and you'll have an opportunity to make a big impact!\r\nWe are seeking a Technical Support Engineer to serve as a subject matter expert for MS2 software and lead customer issue triage, production debugging, and technical support delivery. This role works directly with clients to provide support, training, demonstrations, and technical guidance while partnering with Engineering and Product to ensure reliable, high-quality outcomes aligned with SLO expectations.\r\nSupervisory Responsibilities: None.\r\nDuties/Responsibilities: Customer Support & Solution Delivery (60%)\r\nEnsure customer requests and issues are triaged and responded to base on SLOs\r\nProvide input on acceptance criteria and prioritization based on customer needs and product goals\r\nWork with clients toidentifybusiness needs and system requirements.\r\nDevelop solution concepts based on an understanding of theclient'sneeds.\r\nUtilize our software to help clients perform annual goals\r\nCollaboration and Communication (10%)\r\nSupport and nurture client relationships\r\nDocument verified bugs and complex issues in customer tickets andClickUp\r\nWork with product management, engineering, and other stakeholders toidentifysolutions anddetermineprioritization\r\nCoordinate with development teams to resolve technical issues\r\nLiaise with third-party vendors and service providers\r\nProvide status updates to stakeholders based on SLOs\r\nIssue Triage & Quality Verification (15%)\r\nEnsureappropriate triagingprocedures are documented and followed\r\nTriage field-found and internal bugs using best practices\r\nEnsure communicationsmaintaincustomer confidence and satisfaction\r\nSupport verification of code changes before deployment\r\nTraining & Documentation (10%)\r\nEnsure product and process documentation is appropriately maintained\r\nSupport development of comprehensive training materials\r\nProvide or coordinate product and process training to internal and external users\r\nEnsure knowledge base and help center are maintained\r\nCustomer Configuration & Onboarding (5%)\r\nSupport customer configuration and onboarding activities\r\nConsult with clients todetermineoptimalconfiguration for MS2 software\r\nCoordinate setup for new agency sites\r\nVerify and test customer configurations\r\nGeneral\r\nAttend training sessions, professionalconferencesand demonstrations torepresentMS2 and answer technical questions.\r\nKeep up withindustrytrends in transportation data management.\r\nSome travelrequired\r\nPrior experience in a similar technical support or consulting role (minimum 5 years preferred).\r\nAdvanced familiarity with debugging modern web application systems and workflows, and triaging production issues in customer-facing environments\r\nPrior experience in a similar technical support or consulting role\r\nExcellent organizational skills and attention to detail\r\nExcellent analytical and problem-solving skills\r\nDemonstrated experience collaborating in team settings\r\nCustomer-focused mindset with commitment to high-quality service\r\nTechnicalproficiencywith support tools and software\r\nUnderstanding of SLOs and escalation procedures\r\nAbility tofacilitatecross-functional collaboration\r\nPreferred Skills/Abilities: Familiarity with agile/pod-based team structures\r\nUnderstanding of software development lifecycle\r\nExperience withZenDesk,ClickUp, MS Office Suite, Document360, or similar systems\r\nGeographical Information System (GIS).\r\nFamiliarity withTraffic Data Management\r\nFamiliarity withStatistics\r\nTransactional SQL experience\r\nEducation and Experience: Bachelor's degree in science, engineering, a relatedfieldor equivalent experience\r\n3+ years of experience in technical support or software development\r\nWe offer a competitive salary and benefits package.\r\nWe promote a strong work/life balance at MS2. We encourage our employees to pursue their professional interests and take ownership of projects from start to finish. You'll be working with big data and cloud-based solutions using the latest technologies as part of a fun and energetic team. It's a great place to work.\r\nSalary: $70,000 - $100,000 a year, commensurate with skills and experience of the specific applicant\r\nBenefits: Participation in the company's annual bonus program\r\n401(k) with matching\r\nDental insurance\r\nEmployee assistance program\r\nFlexible schedule\r\nFlexible spending account\r\nHealth insurance\r\nLife insurance\r\nPaid time off\r\nProfessional development assistance\r\nReferral program\r\nDisability insurance\r\nVision insurance\r\nWe Want You to Be You at MS2.\r\nAt MS2 a diverse, inclusive, and equitable workplace is one where all employees, whatever their race, gender, color, ethnicity, national origin, age, sexual orientation or identity, education, disability, religion, or veteran status, feel valued and respected. We are committed to a nondiscriminatory approach and provide equal opportunity for employment and advancement in all of our departments and programs. We respect and value diverse life experiences and heritages and ensure that all voices are valued and heard.\r\nMS2 is committed to maintaining a welcoming environment with equitable treatment for all, and we strive to:\r\nProvide a working environment where all employees feel safe, comfortable, and valued.\r\nSee diversity, inclusion, and equity as connected to our mission and critical to ensure the well-being of our staff and the agencies we serve.\r\nExamine and dismantle any inequities within our policies, systems, programs, and services, and continually update and report our progress to our employees.\r\nExplore potential underlying, unquestioned assumptions that interfere with inclusiveness.\r\nEncourage company-wide thinking about how systemic inequities impact our organization's work, and how best to address that in a way that is consistent with our mission.\r\nHelp to challenge assumptions about what it takes to be a strong leader at our organization, and who is well-positioned to provide leadership.\r\nPractice and encourage respectful and transparent communication in all interactions.\r\nCommit time and resources to expand more diverse leadership at all levels of our organization.\r\nLead with respect and tolerance. We expect all employees to embrace this notion and to express it in workplace interactions and through everyday practices.\r\nMS2 wants every employee to feel our commitment to showing respect for everyone, and we encourage open communication that enables each person to be their best self.\r\nMS2 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.\r\nHybrid work We require you to work in the office generally at least one day per week. This is not a fully remote position, but we may provide relocation assistance to successful candidates\r\nJ-18808-Ljbffr","datePosted":"2026-04-11T05:07:58.981Z","dateModified":"2026-04-11T05:07:58.981Z","hiringOrganization":{"@type":"Organization","name":"Midwestern Software Solutions Ms2","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Ann Arbor","addressRegion":"MI","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"1aeecf851630ca3815adb021"},"url":"https://jobsearcher.com/jobs/1aeecf851630ca3815adb021"}}