{"id":4051549,"url":"https://alion.io/job/econolite-canada-support-operations-specialist","title":"Support Operations Specialist","company":{"id":1131457,"name":"Econolite Canada","domain":"econolite.ca","url":"https://alion.io/company/econolite","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"A","score":93,"open_postings":11,"ghost_share":0,"stale_share":0.273,"repost_share":0,"time_to_fill_p50_days":47,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Anaheim, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":95000,"max":105000,"currency":"USD","period":"year","gross":null,"usd_annual":105000},"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Azure","optional":false},{"name":"Azure DevOps","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"Jira","optional":false},{"name":"Power Automate","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Confluence","optional":true},{"name":"Power BI","optional":true}],"status":"live","first_seen_at":"2026-11-11T01:58:14Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T01:58:14Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"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.\nEconolite’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.\nThe 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.\nThis 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.\nThe 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.\nDUTIES:\nAdminister and configure Econolite's Jira Service Management environment for Technical Support, including projects, request types, forms, fields, permissions, and customer organizations.\nBuild and maintain the customer and distributor support portal, with a simple, guided ticket entry experience.\nDesign and maintain Level 1 and Level 2 queues, workflows, SLAs, escalation paths, and automation rules.\nExtend the ticket model to cover hardware as well as software issues, including categories that separate product defects, field damage, repair, and RMA.\nMaintain controlled pick lists for customers, products, models, and software/firmware versions so that ticket data is consistent and reportable.\nPartner 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.\nCoordinate 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.\nWork 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.\nConnect 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.\nDesign, deploy, and tune an AI support agent that assists customers and support staff with triage, suggested answers, ticket summaries, and routing.\nBuild 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.\nBuild dashboards and reports for support KPIs, including ticket volume, response and resolution times, escalation rates, and trends by product and customer.\nDefine application roles and access levels for internal staff, distributors, and customers.\nDocument configurations, integrations, and processes, and train support staff, Field Service Representatives, and distributors on the tools.\nPartner with the CRM Manager, IT, and Engineering on data quality, security, and change management, and recommend improvements based on industry best practice.\nBUSINESS TRAVEL:\nSome business travel (less than 10%) within the United States should be expected.\nQUALIFICATIONS:\nA bachelor's degree in Information Systems, Computer Science, or a related field, or evidence of equivalent relevant experience\n4+ years of experience administering Jira Service Management or a comparable ITSM/customer service platform in a production support environment\nHands-on experience building customer portals, workflows, SLAs, automation rules, and dashboards in Jira Service Management\nExperience integrating a ticketing platform with a CRM, preferably Microsoft Dynamics 365 (Dataverse), using REST APIs, webhooks, or Microsoft Power Automate\nWorking knowledge of scripting or low-code automation, such as JavaScript, Python, Power Automate, Jira Automation, or ScriptRunner\nExperience deploying or configuring an AI or chatbot assistant for customer support, including knowledge base design\nStrong understanding of data modeling and system-of-record design to avoid duplicate data between systems\nExcellent written and verbal communication skills, with the ability to gather requirements from Support, Sales, Operations, and Engineering and turn them into working solutions\nProven ability to work as a peer with counterparts in other departments, sharing ownership of systems that span both teams\nAtlassian certification (Jira Service Management or Jira Administrator) is a huge plus\nExperience with Microsoft Power Platform, Azure, and Power BI is a plus\nExperience with Confluence, Azure DevOps, and Atlassian Rovo or similar AI tooling is a plus\nExperience supporting hardware and software products, including RMA and warranty workflows, is a plus\nFamiliarity with the transportation, industrial, or B2B technology industries is highly desirable\nCOMPENSATION\nThe 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.\nBENEFITS\nThis 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.\nDISCLAIMER\nThe 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.\nWe 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.\nWe 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.\nAn Equal Opportunity Employer - Non-Smoking Facility - Drug Free Workplace","description_format":"text","description_chars":8510,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sea Freight","Transport Infrastructure","Smart Mobility"],"lifecycle":[{"event":"open","at":"2026-11-11T01:58:14Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":47,"reasons":["conf:1","win:early"],"computed_at":"2026-11-11T03:04:15Z"},"pay":{"stated_usd_annual":105000,"is_top_pay":true},"html_url":"https://alion.io/job/econolite-canada-support-operations-specialist","json_url":"https://alion.io/job/econolite-canada-support-operations-specialist.json","meta":{"generated_at":"2026-11-11T03:04:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1900,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1131457},"rest":"https://alion.io/mcp/rest/get_company?id=1131457"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feconolite-canada-support-operations-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feconolite-canada-support-operations-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feconolite-canada-support-operations-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/econolite-canada-support-operations-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feconolite-canada-support-operations-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4051549}},{"tool":"search_jobs","arguments":{"company":"econolite.ca","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4051549},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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