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Customer Success Engineer - ITS
Customer Success Engineer - ITSOuster • (Multiple States), US
Customer Success Engineer - ITS

Customer Success Engineer - ITS

Ouster • (Multiple States), US
Hace más de 30 días
Tipo de contrato
  • A tiempo completo
  • Quick Apply
Descripción del trabajo

About Ouster :

  • Ouster is a leader in high-performance lidar solutions, enabling safer, smarter transportation systems.
  • Our BlueCity ITS solution leverages cutting-edge sensor technology to enhance traffic monitoring, road safety, and intelligent transportation systems.
  • We are seeking a skilled Customer Support Specialist to provide exceptional support for clients deploying and maintaining our ITS solutions.

Position Overview :

  • As a Customer Support Specialist, you will be the primary technical resource assisting customers with the deployment, troubleshooting, and maintenance of the BlueCity ITS solution.
  • You will collaborate closely with government agencies, transportation authorities, and internal teams to ensure smooth installations, accurate system operation, and overall customer satisfaction.
  • The ideal candidate would be located in New York, New Jersey, or Washington, D.C.

    • Key Responsibilities :

  • 1.
  • Pre-Installation Customer Support and Onboarding Train clients and end-users on system operation, traffic data analysis tools, and diagnostics.
  • Assist customers with installation requirements, site surveys, and network architecture to ensure a smooth system deployment.
  • Integrate lidar systems with traffic signal controllers, ensuring compatibility with NTCIP, SDLC, and other traffic actuation protocols.
  • Configure and test communication with roadside units (RSUs).
  • Connect system components such as PoE splitters, SDLC adapters, and CAT6 cabling within traffic cabinets. 2.
  • Installation and Setup – Remote / Onsite Support Work with the software team to ensure seamless integration of real-time traffic data into cloud-based analytics platforms.
  • Configure and test multimodal traffic actuation for pedestrians, cyclists, and vehicles, ensuring reliable traffic signal control.
  • Conduct real-time validation of actuation logic and ensure compliance with agency-specific signal timing requirements. 3.
  • Post-Installation Support Perform onsite and remote diagnostics to resolve hardware and software issues related to lidar systems, edge devices, and traffic controllers.
  • Monitor and maintain system health, including firmware updates, hardware replacements, and performance optimization.
  • Troubleshoot connectivity issues between field devices and cloud-based platforms, ensuring uninterrupted data transmission.
  • Regularly audit system data for accuracy and promptly address client-reported issues. 4.
  • General Customer Support & Technical Assistance Provide first-line support for BlueCity ITS deployments, diagnosing and resolving hardware and software issues.
  • Assist customers in configuring, testing, and troubleshooting network architectures, including IP settings, SDLC, and NTCIP communications.
  • Knowledge of PTP (Precision Time Protocol) for synchronizing networked devices in transportation systems or sensor deployments.
  • Develop technical documentation, FAQs, and user guides to assist customers.

    • Deliver customer training sessions and provide hands-on guidance for ITS system operation Qualifications & Experience :

  • Education : Bachelor's degree in Engineering, Transportation Systems, Electronics, or a related technical field (or equivalent experience).

    • Technical Expertise :

  • Strong troubleshooting skills for hardware and software systems.
  • Experience with ITS deployments, traffic signal systems, and advanced transportation technologies.
  • Knowledge of V2X applications (BSM, PSM, and SAE J2735 messages).
  • Understanding of traffic signal controller standards (TS2, TS1, 2070, ATC) and traffic cabinet communication protocols.
  • Experience with Linux-based operating systems, debugging tools, and network setups (IP configurations, testing).
  • Hands-on experience with PoE networking, SDLC adapters, RSU integration, and field deployments.
  • Proficiency in Precision Time Protocol (PTP) for synchronized sensor deployments.
  • Ability to read and interpret technical schematics, wiring diagrams, and system documentation.

    • Soft Skills :

  • Strong communication and interpersonal skills to interact with customers and internal teams.
  • Ability to work independently and manage multiple projects simultaneously.
  • Strong problem-solving skills and attention to detail.

    • Preferred Qualifications :

  • Hands-on experience with lidar technology or other advanced sensing solutions.
  • Familiarity with cloud-based ITS solutions and remote monitoring tools.
  • Understanding of cybersecurity best practices for ITS networks.
  • The base pay will depend on your skills, work experience, location, and qualifications.
  • This role may also be eligible for equity & benefits. ($53,000 - $103,000)   We acknowledge the confidence gap at Ouster.
  • You do not need to meet all of these requirements to be the ideal candidate for this role.
  • At Ouster we offer a range of competitive benefits, as we believe in taking care of our employees in all aspects of their lives.
  • Our newly renovated office, located in the Mission District of San Francisco, is a dog-friendly workplace with a kitchen stocked with snacks, fresh fruit and drinks, and a complimentary dinner catered nightly.
  • Additional perks include 15 vacation days / 10 paid holidays annually; paid parental leave; pre-tax commuter or health care / dependent care accounts; 401K match up to 4%; medical, vision and dental plans with premiums covered at 100% for the employee and 75% for dependents (Cigna or Kaiser); life insurance; and short term disability and long term disability.
  • Ouster offers the best benefit options available because we consider the well-being of our employees a top priority.
  • Ouster is an Equal Employment Opportunity employer that pursues and hires a diverse workforce.
  • Ouster does not make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws.
  • Ouster also strives for a healthy and safe workplace, and prohibits harassment of any kind.
  • Pursuant to the San Francisco Fair Chance Ordinance, Ouster considers qualified applicants with arrest and conviction records for employment.
  • If you have a disability or special need that requires accommodation, please let us know.
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