This position is located in our office in St. Paul, Minnesota, USA.

Position Puporse:

The Senior Product Support Engineer will conduct technical support activities with ISS customers including, but not limited to, dealers, distributors, end-users, and ISS employees for ISS products.  This Position will educate the sales channel and customers on the technical aspects of the Radar Product line and assist customers in duplicating, troubleshooting, and correcting software and hardware issues.  This position is the primary role for communication between customer, Sales, Product Manager, and Engineering.

Essential Position Functions:

  • Provide Technical Support to Customers
    • Answer Phone and Email Inquiries from installed customers
    • Drive communication internally between Engineering, Customer Experience and Product Management regarding common customer technical topics
    • Travel to customer sites when necessary for pre-paid service work, goodwill or challenging customer situations which are too difficult to resolve over the phone
    • Manage process, internal and external communication for issue resolution with customers including sensitive information such as IP address and login credentials
  • Provide Product Technical Education
    • Develop and implement a technical training program which can be supplied to dealers, distributors, end-users, and ISS employees
    • Provide training in person at customer location or via electronic media (webinar) as required
  • Responsible for Issue Logs and Resolution
    • Create customer service requests (CSR) and communicate with customers and employees to build cases
    • Communicate with QA, field team members and Engineering to define engineering requests (ER) related to CSRs
    • Manage issues to insure priority, relevance and frequency of issue is clearly understood
  • Documentation and Communication
    • Create and maintain customer facing documents for most common solutions and questions
    • Create and maintain Issue tracking system including relevant documentation by situation
    • Communicate in a professional written manner to customers, product management and engineering.
  • Internal Customer Bridge
    • Organize and Present Sustaining Engineering Meetings - CSRs & ERs to increase issue resolution visibility and clarify priority list
    • Work with Product Management to help drive improved impact of customer voice from a feature request perspective with documentation through CSRs and ERs
    • Communicate release information to customers and employees.  Provide launch and delivery training for all necessary team members
    • Involved in Planning and Scope of projects, releases and sprints to speak as customer voice
  • Team member
    • Work Cross Functionally as a team member
    • Other Duties as Assigned
  • Participate industry events as needed

Education and Experience/Skills Requirements (required duties and responsibilities):

  • 5+ years’ experience working with software and hardware products
  • University degree or college diploma in technical related field
  • Customer service, product support, field support and application engineering experience
  • Must have good oral and written communication skills
  • Experience with applications that interface with hardware (w/embedded software installed)
  • Must have ability to read and make modifications to technical documentation and hardware (via electrical schematics, technical datasheets)
  • Must have ability to effectively troubleshoot and take proactive measures to resolve and document issues
  • Must have proficient multitasking, organizational and time management skills
  • Self-motivated: good at proactively finding what needs to be done and driving it to completion
  • Proficiency with Microsoft Office including Excel, PowerPoint, Project and Outlook
  • Proficiency with Microsoft Office Excel spreadsheets and charting
  • Experience with databases and database structure
  • Experience with navigating menus within user interface type applications
  • Experience with networking connections (via Ethernet, Serial, USB to Ethernet, etc) and low level configuration
  • Experience working with various data communication protocols, including RS232/422, wireless broadband, and TCP/IP
  • Experience working with Wireshark or other network analysis tools 

Desirable Skills/Attributes (preferred but not required):

  • Experience working with Radar products (software and hardware) is a plus
  • Experience working with government and public agencies through consultants and contractors a plus
  • Experience in large-scale project deployment involving IT and networking architectural design a plus
  • Experience in Intelligent Transportation Systems and technologies a plus
  • Experience working with microwave radar and machine vision product a plus
  • Proficiency with testing and/or configuration using Windows User Interfaces
  • Spanish verbal and written literacy 

Physical Demands:

  • Should be able to work comfortably in a typical office environment. 
  • Domestic and international travel will be required to conduct test/installation activities in the field, at customer sites, industry events, and training.
  • Must hold a valid passport and driver’s license
  • Will be required to work outdoors at times 
    • Must be able to work at up to 30ft height in bucket trucks.
    • Field activities include supporting field crew with product installation or trouble shooting activities along high traffic roadways  

Additional Information:

Essential position functions and education and experience are representative of the minimum levels of education, experience and skills required to perform the vital duties of this position.  The position description does not constitute a written or implied contract of employment.  Image Sensing Systems, Inc. reserves the right to revise or change essential position functions and/or required duties and responsibilities as the need arises.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.