Sr Technical Support Specialist

POSITION OVERVIEW

Escalation-level technical support role covering Routeware’s core platforms - RCC (SQL Server routing/waste management) and SmartCities (MySQL municipal fleet/waste management SaaS). Combines database investigation, SQL report development, and fleet hardware troubleshooting to resolve issues front-line support can’t, and to fix root causes.

RESPONSIBILITIES & DUTIES

Serve as senior escalation point for complex customer tickets involving data integrity issues (routes, scheduling, geofences, work orders) across RCC and SmartCities Write and maintain SQL queries/reports on SQL Server and MySQL, following each platform’s query conventions Trace data issues to root cause - including bad direct DB updates, table sync failures, and device-driven data corruption Troubleshoot fleet hardware: Howen MDVR/DVR units, Android tablets (rwMobile), and RFID readers Track and document escalations in Jira using established issue-type conventions Build/maintain internal tools and references to speed up investigations

QUALIFICATIONS

Strong SQL skills (SQL Server and MySQL), including complex joins and root-cause query debugging Experience investigating data integrity issues in a production, customer-facing system Comfort troubleshooting in-vehicle hardware/software integrations Ticketing system experience (Jira or similar) Strong root-cause analysis and clear technical communication

PREFERRED

Routing, fleet, or municipal software background GPS/telematics data experience Experience building internal tooling to support investigations

BENEFITS

Comprehensive benefits (medical with HSA option, vision, dental, and life insurance) Paid parental leave Medical and Dependent FSA 401K match Unlimited PTO Ten company holidays 1 Volunteer day Summer Friday's

Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.