Operations Engineer

About the role

We are seeking a highly analytical and technically adept Operations Engineer to support critical cross-functional initiatives across Customer Success, Hardware Support, R&D, and Operations. This role will serve as a key problem solver for technical escalations, streamline internal systems and tooling, and support the onboarding and integration of student information systems. This is a dynamic position for someone who thrives in fast-paced environments and enjoys working at the intersection of data, product, customer service, and operations. This role will report to Sr. Director, Strategic Operations.

More than 26 million students ride ~500,000 buses to and from school daily - a mass transit operation largely managed by under-equipped teams using pen & paper or legacy software. We’re on a mission to make school buses safer and more efficient for families, schools, and communities nationwide with advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication. As the industry navigates challenges like severe driver shortages, rising parent expectations, and increasing route complexity, your role will be essential in empowering communities across the nation with innovative solutions.

Key Responsibilities

CXM Technical Support

• Serve as the escalation point for Customer Success Managers (CSMs) and Tier 1 Support regarding bugs and technical issues including but not limited to route history and performance issues.
• Analyze bugs and technical issues including but not limited to route data and performance metrics to identify trends, anomalies, and areas for improvement.
• Develop and document actionable recommendations and fixes based on analytical findings.
• Clearly communicate technical findings to CSMs, customers, and internal teams (Product, Engineering).
• Partner with the Customer Success team to implement and monitor the effectiveness of process improvements.
  

Support Operations, Hardware & Supply Chain

• Monitor and resolve T2 support tickets.
• Proactively contact customers to troubleshoot and resolve technical hardware problems.
• Document issue resolutions and share recurring insights to prevent future issues.
• Assist in student tracking implementations, including ordering ST cards/stickers.
• Support process optimization efforts to reduce load on team leads, including but not limited to RMA processes, internal notifications, and external notifications
• Support logistics and coordination for tradeshows
• Support with procuring inventory, submitting customer orders, and managing delivery times
• Support with the management and logistics of company merch and company laptop

Onboarding and Implementation

• Support onboarding and integration of SIS systems for new customers.
• Assist in migrating legacy routing systems to BusRight.
• Support the ingestion of mapping boundary information.
• Coordinate with internal and external stakeholders to ensure smooth SIS setup and data accuracy.
• Responsible for exporting various datasets, including route information and student records, to support operational and reporting needs.
• Perform data cleansing tasks such as removing stale records and duplicate student entries to ensure data accuracy and integrity.
• Provide troubleshooting, documentation, and training during the onboarding phase.

Internal Systems

• Integrate and/or implement internal tools for company operations including but not limited to:
• Onboarding systems
• Access control systems
• Asset management
• Student tracking processes
• Routing as a Service (RaaS) flows
• Project Management Systems
• Identify and execute on opportunities to automate repetitive support tasks.

What we're looking for 

• Willing and able to travel to Austin, TX for co-working sessions and the broader continental United States for Customer On-Site visits.
• 2+ years of experience managing technically advanced hardware, software, and internal systems
• Knowledgeable about or eager to learn about mobile device management, asset management, and electrical requirements pertaining to heavy-vehicle harnesses and mobile devices.
• Extremely fluent with Google Suite, specifically Google Sheets to dissect and parse large data sets
• Proficient in reading and writing TypeScript code.
• Comfortable with experiences that require hands-on attention and learning on the fly — from inspecting tablet issues in the field to sitting shoulder-to-shoulder with customers to troubleshoot with them in real-time. 
• You thrive in flexible, evolving environments with limited pre-defined structures.
• You have a software engineering or computer science degree and/or worked at a VC-backed company
• You can strike the right balance between creating documentation and automation with daily execution.
• You have a strong sense of urgency who can rapidly execute tasks while maintaining a clear understanding of prioritization to focus on what truly drives impact.