[Hiring] Senior Technical Support Specialist @Routeware, Inc.

Role Description

Escalation-level technical support role covering Routeware’s core platforms — RCC (SQL Server routing/waste management) and SmartCities (MySQL municipal fleet/waste management SaaS). Combines database investigation, SQL report development, and fleet hardware troubleshooting to resolve issues front-line support can’t, and to fix root causes.

Responsibilities & Duties

• Serve as senior escalation point for complex customer tickets involving data integrity issues (routes, scheduling, geofences, work orders) across RCC and SmartCities.
• Write and maintain SQL queries/reports on SQL Server and MySQL, following each platform’s query conventions.
• Trace data issues to root cause — including bad direct DB updates, table sync failures, and device-driven data corruption.
• Troubleshoot fleet hardware: Howen MDVR/DVR units, Android tablets (rwMobile), and RFID readers.
• Track and document escalations in Jira using established issue-type conventions.
• Build/maintain internal tools and references to speed up investigations.

Qualifications

• Strong SQL skills (SQL Server and MySQL), including complex joins and root-cause query debugging.
• Experience investigating data integrity issues in a production, customer-facing system.
• Comfort troubleshooting in-vehicle hardware/software integrations.
• Ticketing system experience (Jira or similar).
• Strong root-cause analysis and clear technical communication.

Preferred

• Routing, fleet, or municipal software background.
• GPS/telematics data experience.
• Experience building internal tooling to support investigations.

Benefits

• Comprehensive benefits (medical with HSA option, vision, dental, and life insurance).
• Paid parental leave.
• Medical and Dependent FSA.
• 401K match.
• Unlimited PTO.
• Ten company holidays.
• 1 Volunteer day.
• Summer Fridays.