About the role
We are seeking a highly analytical and technically adept Operations Engineer to support critical cross-functional initiatives across Customer Success, Hardware Support, R&D, and Operations. This role will serve as a key problem solver for technical escalations, streamline internal systems and tooling, and support the onboarding and integration of student information systems. This is a dynamic position for someone who thrives in fast-paced environments and enjoys working at the intersection of data, product, customer service, and operations. This role will report to Sr. Director, Strategic Operations.
More than 26 million students ride ~500,000 buses to and from school daily - a mass transit operation largely managed by under-equipped teams using pen & paper or legacy software. We’re on a mission to make school buses safer and more efficient for families, schools, and communities nationwide with advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication. As the industry navigates challenges like severe driver shortages, rising parent expectations, and increasing route complexity, your role will be essential in empowering communities across the nation with innovative solutions.
Key Responsibilities
CXM Technical Support
- Serve as the escalation point for Customer Success Managers (CSMs) and Tier 1 Support regarding bugs and technical issues including but not limited to route history and performance issues.
- Analyze bugs and technical issues including but not limited to route data and performance metrics to identify trends, anomalies, and areas for improvement.
- Develop and document actionable recommendations and fixes based on analytical findings.
- Clearly communicate technical findings to CSMs, customers, and internal teams (Product, Engineering).
- Partner with the Customer Success team to implement and monitor the effectiveness of process improvements.
Support Operations, Hardware & Supply Chain
- Monitor and resolve T2 support tickets.
- Proactively contact customers to troubleshoot and resolve technical hardware problems.
- Document issue resolutions and share recurring insights to prevent future issues.
- Assist in student tracking implementations, including ordering ST cards/stickers.
- Support process optimization efforts to reduce load on team leads, including but not limited to RMA processes, internal notifications, and external notifications
- Support logistics and coordination for tradeshows
- Support with procuring inventory, submitting customer orders, and managing delivery times
- Support with the management and logistics of company merch and company laptop
Onboarding and Implementation
- Support onboarding and integration of SIS systems for new customers.
- Assist in migrating legacy routing systems to BusRight.
- Support the ingestion of mapping boundary information.
- Coordinate with internal and external stakeholders to ensure smooth SIS setup and data accuracy.
- Responsible for exporting various datasets, including route information and student records, to support operational and reporting needs.
- Perform data cleansing tasks such as removing stale records and duplicate student entries to ensure data accuracy and integrity.
- Provide troubleshooting, documentation, and training during the onboarding phase.
Internal Systems
- Integrate and/or implement internal tools for company operations including but not limited to:
- Onboarding systems
- Access control systems
- Asset management
- Student tracking processes
- Routing as a Service (RaaS) flows
- Project Management Systems
- Identify and execute on opportunities to automate repetitive support tasks.
