Technical Support Engineer

Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals. 

As a Technical Support Engineer at Via, you will act as an essential bridge between internal teams, ensuring effective communication and coordination to resolve technical issues that impact our partners. Leveraging your engineering skills and product knowledge, you will work behind the scenes to address challenges related to our technology, support internal teams in enhancing partner satisfaction, and contribute to the continuous improvement of our products and services.

What You’ll Do:

• Take on a Tier 2 technical role, leveraging your expertise to diagnose and resolve complex issues, ensuring minimal disruption to our partners' operations, and maintaining seamless functionality.
• Partner closely with our R&D, Partner Success, and Operations teams to resolve partner escalations
• Bring a strong drive to investigate support trends and issues, using a variety of tools and dynamic approaches, while tackling new and unique challenges every day.
• Leverage your strong communication skills to effectively engage with both technical and non-technical teams
• Develop and maintain meticulous documentation of support processes, frequently encountered issues, and tailored solutions
• Monitor and analyze support trends and issues to identify opportunities for process improvements and proactive measures that can prevent future challenges

Who You Are:

• Bachelor’s degree in Computer Science, Data Science, Information Technology, Software Engineering, or a related technical field
• Minimum of 1 year of experience in a technical product management, technical support, solutions engineering, software engineering or related role 
• Familiarity with programming and scripting (Python & Bash) for management and automation tasks, such as configuration gathering, upgrades, log-parsing & analysis
• Strong analytical and critical thinking skills, with the ability to dissect technical issues and develop comprehensive solutions
• Hands-on experience with different operating systems, specifically Linux, and advanced troubleshooting techniques 
• Experience working in Cloud & SaaS environments utilizing AWS, Jenkins, Coralogix, SQL
• Strong verbal and written communication skills, with the ability to articulate technical concepts to diverse audiences 
• Ability to manage multiple priorities in a fast-paced environment while maintaining a focus on quality and timeliness

What We Offer:

• Joining a global employer with over 700 mobility deployments in 40+ countries
• Becoming part of a company that was awarded for its commitment to social good
• Competitive compensation, including stock options 
• Hybrid work and a lovely office situated in the heart of Berlin, at Rosa-Luxemburg Straße 
• Urban Sports Club membership 30 vacation days a year

Founded in 2012, Via pioneered the TransitTech category by using new technologies to develop public mobility systems — optimizing networks of buses, shuttles, wheelchair accessible vehicles, school buses, autonomous vehicles, and electric vehicles around the globe.
Building the world's most efficient, equitable, and sustainable transportation network for all passengers — including those with limited mobility, those without smartphones, and unbanked populations — Via works with its partners to lower the costs of public transit while providing transportation options that rival the convenience of a personal car while reducing environmental impact.

At the intersection of transportation and technology, Via is a visionary market leader that combines software innovation with sophisticated service design and operational expertise to fundamentally improve the way the world moves.

We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride?