Remote Traffic System Tech Support Manager

Overview You lead a technical support team focused on traffic management systems, shaping service standards and support processes. You collaborate with product, operations, and customers to ensure reliable deployments and ongoing performance. You will troubleshoot complex hardware, software, and system issues while developing training and documentation for customers and partners. This role offers impact through improving support quality, guiding product feedback, and driving efficient operations in a dynamic transportation-tech environment. ResponsibilitiesLead and manage a technical support team with coaching and performance oversightDevelop and implement customer support processes, policies, and service standardsServe as escalation point for complex hardware, software, and system issuesPartner with internal teams and external stakeholders for product implementation and ongoing operationsProvide technical consultation on product capabilities, configurations, and system applicationsDeliver technical training for customers, partners, and internal teams on traffic controller systemsInvestigate and resolve customer issues to ensure high satisfaction and service qualityCreate and maintain technical documentation, user guides, training materials, and support resourcesSupport product development by providing field feedbackMonitor team performance, project priorities, and budgetsEvaluate emerging technologies and recommend improvementTravel to customer sites, training events, and technical initiatives as needed Key requirementsBachelor's degree in a technical field or equivalent experience7+ years in technical support, field engineering, or traffic systems environments5+ years of leadership in technical support or field service teamsExperience installing, configuring, troubleshooting, and supporting traffic management systems and equipmentAdvanced knowledge of traffic controller platforms, configurations, and operational conceptsUnderstanding of traffic cabinet designs, field hardware, networking, and system topologiesStrong customer service and relationship management skillsExperience with customer-facing technical software and hardware solutionsExperience with databases and data management conceptsStrong analytical, troubleshooting, and problem-solving abilitiesExcellent verbal and written communication skillsProficiency with Microsoft Office and standard business applicationsAbility to work independently and collaboratively in a teamtravel ability unknowncustomer service orientationrelationship managementclear communicationtraffic controller platforms and configurationstraffic management systems hardware and networkingsystem topologies and field hardware