Senior Specialist Support Engineer

Position Summary

We are seeking a Senior Support Engineer with hands-on experience in traffic signal controller systems to support SEPAC software environments running on our m60, 2070, and Blade controllers.

This role is focused controller-level functionality including timing, firmware behavior, communications, and field integration. The position requires strong troubleshooting capability across controller hardware, software, and communications interfaces to ensure reliable intersection performance.

While the primary focus is on field controllers, the role requires working knowledge of central systems (ATMS platforms) to support end-to-end issue resolution between the field and system backend.

This is a specialized transportation systems role - not a general IT, cloud, or software development position.

Important Qualification Requirement

To ensure alignment with the role:

• Applicants must have direct experience with traffic signal controllers and field-integrated transportation systems.
• Backgrounds limited to general IT support, software development, system administration, or cloud-only roles without traffic/ITS experience will not meet the minimum qualifications.
• Successful candidates are self-directed learners who proactively build relationships, seek information across organizational boundaries, and operate effectively with limited day-to-day supervision.
• The role supports products with active enhancement backlogs, complex customer environments, and evolving business priorities. Success requires comfort operating in a dynamic environment while maintaining customer focus and execution discipline.

What You Will Do

• Provide advanced remote support for SEPAC controller software on m60, 2070, and blade traffic controllers.
• Diagnose issues involving controller operation, firmware behavior, timing configuration, and field device integration.
• Analyze logs, trace files, and configuration data to identify root causes in live traffic environments.
• Troubleshoot communication between controllers and central systems, including interface, protocol, and network issues.
• Perform system health checks focusing on controller stability and communications integrity.
• Collaborate with field technicians and engineering teams to resolve issues and validate corrective actions.
• Escalate software or firmware defects with clear technical documentation and root cause analysis.
• Maintain detailed and accurate documentation of incidents, configurations, and resolutions.
• Guide customers and field personnel on controller configuration, diagnostics, and best practices.
• Support software upgrades, deployments, and customer onboarding activities related to controller systems.
• Contribute to knowledge base development including troubleshooting guides and reusable support materials.
• Identify recurring issues and contribute to continuous improvement of controller configurations and support processes.
• Support controller-to-center interactions when ATMS integration issues are involved.

Required Experience

Qualified candidates must demonstrate experience in traffic signal systems and field-based ITS environments, including:

• Bachelor’s degree in Electrical Engineering, Civil Engineering, Computer Science, Systems Engineering, or related field.
• 5–10 years of experience supporting traffic signal systems or ITS field infrastructure.
• Direct experience with traffic signal controllers (m60, 2070, blade, or comparable platforms).
• Experience supporting or configuring controller software such as SEPAC (or equivalent).
• Strong understanding of traffic signal operations, timing plans, coordination, TSP, and preemption.
• Experience troubleshooting across controller software, firmware, communications, and hardware interfaces.
• Working knowledge of controller-to-center communications and networking concepts.
• Familiarity with ATMS platforms sufficient to troubleshoot integration-related issues.
• Experience with NTCIP or other traffic controller communication standards.
• Proficiency using diagnostic tools, logs, and trace analysis to resolve issues.
• Strong analytical, documentation, and customer communication skills.

Preferred Qualifications

• Experience directly supporting SEPAC environments in production.
• Experience with controller hardware testing or lab environments.
• Experience configuring and troubleshooting traffic controller cabinets and field deployments.
• Industry certifications related to ITS, networking, or controller technologies.
• Experience working with live intersection deployments and field technicians.
• Knowledge of system performance analysis and optimization techniques.

Tools & Technologies

• Controller diagnostic and configuration tools
• SEPAC controller software and utilities
• Network and communications diagnostic tools
• Log and trace analysis tools
• CRM / case systems (e.g., HubSpot, Freshdesk, or similar)
• Microsoft Office and technical documentation tools

Work Environment

• Primarily remote or office-based work environment
• Occasional travel to customer sites or field locations
• Exposure to time-sensitive support scenarios impacting live traffic operations
• Participation in after-hours or on-call rotations may be required
• Collaboration with customers and teams across multiple regions and time zones

This role operates within a specialized technical support organization where engineers maintain defined technical focus areas and collaborate across disciplines to resolve customer issues.

Who Should Apply

This role is best suited for professionals with backgrounds such as:

• Traffic signal or ITS support engineering
• Controller specialists (SEPAC, 2070, m60, Blade, or similar etc.)
• Field-integrated systems support in transportation or mobility environments
• Engineers supporting operational infrastructure systems

Who Is Not a Fit

This position is not aligned with candidates whose experience is limited to:

• General IT help desk or desktop support
• Pure software development roles (no field systems exposure)
• General cloud engineering or system administration
• IT environments without traffic systems or integrated infrastructure