Sr Technical Support Specialist

Accountabilities:

• • Serve as the senior escalation point for complex customer support issues involving data integrity across core routing, waste management, and municipal fleet platforms.
  • Investigate issues involving routes, scheduling, geofences, work orders, and other operational data to identify underlying causes and determine appropriate resolutions.
  • Write, maintain, and troubleshoot complex SQL queries and reports across SQL Server and MySQL while following platform-specific query conventions.
  • Trace data integrity problems to their root causes, including incorrect direct database updates, table synchronization failures, and data corruption originating from connected devices.
  • Troubleshoot fleet hardware and software integrations, including Howen MDVR/DVR units, Android-based mobile tablets, and RFID readers.
  • Work beyond frontline support to diagnose complex production issues and provide clear technical resolutions.
  • Document and manage escalated issues in Jira using established issue types, workflows, and documentation standards.
  • Build and maintain internal tools, technical references, and investigative resources that improve the speed and consistency of future troubleshooting.
  • Communicate technical findings clearly to support teams and other stakeholders while maintaining a strong customer-focused approach.

  Requirements:

  • Strong SQL expertise across both Microsoft SQL Server and MySQL, including complex joins, query debugging, data investigation, and root-cause analysis.
  • Proven experience investigating data integrity issues within production, customer-facing software environments.
  • Experience troubleshooting complex software and hardware integrations, preferably involving connected devices or field equipment.
  • Strong analytical and problem-solving abilities, with a methodical approach to identifying the underlying causes of technical issues.
  • Experience working with Jira or a similar ticketing and issue-management platform.
  • Strong written and verbal technical communication skills, with the ability to explain complex technical findings clearly.
  • Ability to work effectively on complex escalations that require investigation across databases, applications, devices, and integrations.
  • Experience working with routing, fleet management, municipal software, or related operational technology is preferred.
  • Familiarity with GPS, telematics, or fleet data is a plus.
  • Experience developing internal tools, scripts, documentation, or other resources to support technical investigations is desirable.
  • Comfortable working independently while collaborating with frontline support and technical teams to resolve high-priority issues.

  Benefits:

  • Comprehensive medical, dental, vision, and life insurance coverage.
  • Health Savings Account (HSA) option.
  • Medical and Dependent Care Flexible Spending Accounts (FSA).
  • 401(k) plan with company match.
  • Paid parental leave.
  • Unlimited paid time off.
  • Ten company holidays.
  • One paid volunteer day.
  • Summer Fridays.
  • Opportunity to contribute to technology that supports more efficient and sustainable waste and recycling operations.
  • Collaborative, dynamic, and innovation-focused working environment.