Product Support Analyst

T2 Systems is the largest parking, mobility, and transportation provider in North America, with more than 25 years in the parking management industry and currently serving thousands of parking professionals. We integrate the best people, processes, and technology to provide powerful, high performance, and secure parking solutions. T2 Systems is headquartered in Indianapolis, Indiana with its Canadian office located in Burnaby, BC.

We didn’t become an industry leader by chance - we push the envelope to provide more innovative and advanced solutions for our customers. Which wouldn’t be possible without employees who strive for success, work together, and are hungry to learn, grow, and lead.

If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

Position Overview  

The Product Support Analyst serves as a technical resource for T2 customers and internal teams, with primary responsibility for providing break/fix support for T2 Flex PE solutions. Support is delivered through telephone, email, remote support tools, and other electronic communications and includes both technical and operational troubleshooting. 

This role is responsible for investigating and resolving customer issues involving Flex PE software, configuration, data, communications, reporting, and related functionality. The Product Support Analyst gathers and analyzes detailed information, performs appropriate troubleshooting, identifies solutions, and determines when escalation to more senior technical resources, Engineering, or other internal teams is required. 

The Product Support Analyst manages cases within assigned support queues, verifies case priority, maintains accurate case documentation, and owns customer communication throughout the support lifecycle, including cases that have been escalated to other T2 teams. 

In addition to direct customer support, the Product Support Analyst contributes to initiatives designed to improve the customer and Support experience, including knowledge-base content, troubleshooting tools, customer and staff training materials, product documentation, and other projects that reduce customer dependency on Support and improve the effectiveness of Support delivery. 

Essential Responsibilities  

• Collects and analyzes detailed information from customers to diagnose and resolve software, configuration, data, communications, and operational issues affecting T2 Flex PE solutions. Determinesthe appropriate levelof troubleshooting and escalates issues when necessary. 

• Investigates Flex PE application and configuration issues, including system settings, reports, automated tasks, queries, data communications, integrations, and other customizable or configurable product functionality. 

• Usesavailable diagnostic tools, system information, application data, logs, testing, and customer-provided details to isolate problems and determineroot cause or appropriate next steps. 

• Consults with customers and internal technical teams to evaluate and recommend solutions involving software, data communications, configuration, service maintenance, and other services associated with problem resolution. 

• Creates and modifiescustomizable portions of T2 products, including reports, automated tasks, queries, and other supported configurations, as appropriate. 

• Provides clear verbal and written instructions to customers, including step-by-step troubleshooting, configuration, testing, and recovery procedures. 

• Maintains clear, complete, and accuratecase documentation, including reported symptoms, troubleshooting performed, test results, customer communications, proposed solutions, escalations, and final resolution. 

• Creates and maintainsdocumented solutions, knowledge-basearticles, troubleshooting documentation, support tools, and other reusable content for T2 staff and customers. 

• Determinesthe appropriate escalationpath when an issue requires additionaltechnical expertiseand ensures the receiving team has the information necessary to efficiently continue troubleshooting. 

• Monitors escalatedcases and workscollaboratively with Engineering and other internal teams to maintainservice-level expectations, provide timelycustomer updates, and drive cases toward resolution. 

• Maintains assigned support queues, reviewscase priority and aging, and assistswith case assignment and workload management as needed. 

• Participates in Incident Management and technical triage discussions as appropriate. 

• Participates in ongoing product and technical training to develop and maintainthe level of Flex PE product expertisenecessary to effectively support customers. 

• Develops and maintainscustomer and internal training materials and may assistwith training delivery related to Flex PE products, functionality, and troubleshooting. 

• Accurately and consistently records case, task, and project time in the appropriate systems. 

• Participates in departmental and cross-functional projects focused on improving product support, reducing repeat issues, increasing customer self-service, and improving the overall customer experience. 

• Creates and/or identifiestools for T2 staff and customers to assistwith troubleshooting and the delivery of effective product support. 

• Participates in an on-call rotation and may occasionally be requiredto perform after-hourswork in response to critical customer issues, including evenings, weekends, and holidays. 

Qualifications  

• Bachelor’s degree in computer science, information technology, database management, systems management, or a related field and one to three years of experience in a technical support, product support, help desk, application support, or similar professional environment; or an equivalent combination of education and relevant experience. 

• Demonstrated ability to systematically troubleshoot technical problems involving software, configuration, data, communications, and application functionality. 

• Previouscustomer-facing technical or product support and case/ticket management experience preferred. 

• Experience with or knowledge of Oracle-based products is a plus. 

• Experience or knowledge of the parking, mobility, or transportation industry is a plus. 

Knowledge, Skills & Abilities  

• Strong analytical and troubleshooting skills, with the ability to gather information, isolate technical issues, and determine appropriate nextsteps. 

• Ability to understand relationships amongapplication functionality, configuration, databases, data communications, integrations, and related system components. 

• Strong customer-serviceorientation with the ability to remain professional and effective while handling urgent, sensitive, or complex customer issues. 

• Ability to communicate technical concepts and step-by-step instructions clearly to customers with varying levels of technical expertise. 

• Strong written documentation skills and attention to detail. 

• Ability to read, analyze, and interpret technical documentation and complex information. 

• Ability to recognize when additionaltroubleshooting is appropriateand when an issue should be escalated to a more specialized technical resource. 

• Ability to prioritize multiple cases based on severity, customer impact, SLA requirements, and business needs. 

• Ability to tactfully communicate and negotiate priorities with customers and internal stakeholders when necessary. 

• Ability to work independently while collaborating effectively with Product Support, Engineering, Product Management, and other internal teams. 

• Ability to foster a cooperative and collaborative work environment. 

• Ability to learn new products, technologies, tools, and troubleshooting procedures quickly and continuously develop product expertise. 

• Ability to apply logical and analytical thinking to a variety of technical and operational problems. 

• Ability to manage multiple responsibilities and projects while maintainingaccuracy and attention to detail. 

• Ability to work effectively under deadline pressure and occasionally outside normal business hours when required. 

With your explicit consent which you provided as part of the application process, we will retain candidate personal data solely for the business purpose for which it was collected. In no event will we retain such data more than two (2) years following the closure of the recruitment process relating to the role for which you applied or in the event other related job opportunities arise within the company. Verra Mobility Applicant Privacy Notice

T2 Systems is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.