Support Operations Specialist

Econolite® is an innovator of Intelligent Transportation System (ITS) solutions, products, and services. Our technology is helping save lives and making the Smart City a reality. If you want to be at the forefront of this intelligent technology revolution, we want to talk to you about being part of our team. Econolite is committed to employing the best talent that will make significant contributions to building a safer, connected world.

Econolite’s ITS solutions ease traffic congestion, provide safer mobility, and improve quality of life. As the one-stop-shop leader for traffic management systems, sensor products, and services, Econolite is committed to the advancement of connected and autonomous vehicles, smart cities, and cybersecurity.

The role of the Support Operations Specialist is to own, build, and continuously improve the systems Econolite's Technical Support organization runs on. Econolite is consolidating all customer support into a single ticketing system in Jira Service Management, connected to the company CRM and to the departments Support works with every day. The Support Operations Specialist will be accountable for that platform end to end: the customer and distributor support portal, the AI support agent and knowledge base behind it, and the integrations that move ticket data between Support, Sales, Field Service, RMA/Warranty, Quality, and Engineering. This role brings dedicated ownership and industry best practice to Econolite's support tooling, so that Level 1 and Level 2 support teams can focus on customers. The candidate should have practical experience administering Jira Service Management and integrating it with CRM and engineering systems. The Support Operations Specialist will work in close partnership with the CRM Manager in the Sales organization, who owns Microsoft Dynamics 365, its customer data, and its reporting. Together they will build and maintain the Dynamics 365 to Jira Service Management integration, with customer and account data mastered in the CRM and support tickets living in Jira. This role leads the Jira, development, and support-facing side of that work, while the CRM Manager leads the CRM side.

DUTIES:

• Administer and configure Econolite's Jira Service Management environment for Technical Support, including projects, request types, forms, fields, permissions, and customer organizations.
• Build and maintain the customer and distributor support portal, with a simple, guided ticket entry experience.
• Design and maintain Level 1 and Level 2 queues, workflows, SLAs, escalation paths, and automation rules.
• Extend the ticket model to cover hardware as well as software issues, including categories that separate product defects, field damage, repair, and RMA.
• Maintain controlled pick lists for customers, products, models, and software/firmware versions so that ticket data is consistent and reportable.
• Partner with the CRM Manager in the Sales organization to design, build, and maintain the Microsoft Dynamics 365 to Jira integration, using Power Automate within Econolite's Azure tenant, so that accounts, contacts, customer numbers, installed equipment, subscriptions/SMAs, licenses, and RMAs have one system of record and are never double entered.
• Coordinate with the CRM Manager on a shared integration roadmap, data ownership, field mapping, change control, and joint testing, so that changes on either side do not break the other.
• Work with the CRM Manager to deliver a real-time view of each customer's open and closed support tickets inside the CRM, along with a ticket entry and update form for Sales and Field Service Representatives.
• Connect Support to RMA/Warranty, Quality, and Engineering (Level 3) processes, including escalation into Azure DevOps and other engineering tracking systems, with status flowing back to the ticket.
• Design, deploy, and tune an AI support agent that assists customers and support staff with triage, suggested answers, ticket summaries, and routing.
• Build and curate the support knowledge base the AI agent draws from, working with Level 2 specialists and Product Management, and measure answer accuracy and ticket deflection.
• Build dashboards and reports for support KPIs, including ticket volume, response and resolution times, escalation rates, and trends by product and customer.
• Define application roles and access levels for internal staff, distributors, and customers.
• Document configurations, integrations, and processes, and train support staff, Field Service Representatives, and distributors on the tools.
• Partner with the CRM Manager, IT, and Engineering on data quality, security, and change management, and recommend improvements based on industry best practice.

BUSINESS TRAVEL:

Some business travel (less than 10%) within the United States should be expected.

QUALIFICATIONS:

• A bachelor's degree in Information Systems, Computer Science, or a related field, or evidence of equivalent relevant experience
• 4+ years of experience administering Jira Service Management or a comparable ITSM/customer service platform in a production support environment
• Hands-on experience building customer portals, workflows, SLAs, automation rules, and dashboards in Jira Service Management
• Experience integrating a ticketing platform with a CRM, preferably Microsoft Dynamics 365 (Dataverse), using REST APIs, webhooks, or Microsoft Power Automate
• Working knowledge of scripting or low-code automation, such as JavaScript, Python, Power Automate, Jira Automation, or ScriptRunner
• Experience deploying or configuring an AI or chatbot assistant for customer support, including knowledge base design
• Strong understanding of data modeling and system-of-record design to avoid duplicate data between systems
• Excellent written and verbal communication skills, with the ability to gather requirements from Support, Sales, Operations, and Engineering and turn them into working solutions
• Proven ability to work as a peer with counterparts in other departments, sharing ownership of systems that span both teams
• Atlassian certification (Jira Service Management or Jira Administrator) is a huge plus
• Experience with Microsoft Power Platform, Azure, and Power BI is a plus
• Experience with Confluence, Azure DevOps, and Atlassian Rovo or similar AI tooling is a plus
• Experience supporting hardware and software products, including RMA and warranty workflows, is a plus
• Familiarity with the transportation, industrial, or B2B technology industries is highly desirable

COMPENSATION

The base pay range for this full-time exempt position is $95,000.00 - $105,000.00 per year plus benefits. Pay ranges are determined by various factors, including role, experience, and location. The pay range displayed reflects the minimum and maximum target for new hire base pay rates for this position. Within the range, actual individual compensation is determined by various factors, including location, job-related skills, experience, and relevant education or training.

BENEFITS

This role is eligible for benefits: weekly pay, weekly PTO accrual, paid holidays. Various medical plans, dental, vision, flexible spending accounts, direct deposit. Basic life, LTD, 401k discretionary match. Other voluntary benefits include: identity theft protection.

DISCLAIMER The above statements are intended to indicate the general nature and level of work performed by employees within this classification. They are not designed to contain or be interpreted as an exhaustive list of all duties, responsibilities, skills, and qualifications required of employees assigned to this job. We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination. An Equal Opportunity Employer - Non-Smoking Facility - Drug Free Workplace