T2 Support Jobs (NOW HIRING)

Responsibilities

Support customers throughout their technical journey by helping them effectively use T2 hardware, SaaS solutions, and related technologies within their parking environment.

Support adoption of T2 solutions by demonstrating product capabilities, use cases, and integration options with external technologies.

Partner with internal teams including Sales, Account Management, Support, Product, Engineering, and Training to support customer needs and maintain customer success plans and related objectives.

Use case management systems and CRM tools such as Salesforce and JIRA to track customer activities, requests, issues, and follow-up actions. Review customer usage and business information to help identify opportunities to improve value from T2 solutions.

Maintain a working knowledge of T2 products, solutions, and product roadmaps to answer customer questions, support product adoption, and direct customers to appropriate resources.

Coordinate communication between customers and internal teams to help ensure customer questions, feedback, and requests are appropriately addressed. Escalate significant customer feedback or product concerns to the appropriate internal teams.

Support the preparation and delivery of technical and product business reviews for customers, including product usage, key capabilities, customer goals, and opportunities to increase value from T2 solutions.

Monitor customer adoption and usage of T2 products and platform features. Identify areas where customers may benefit from additional training, resources, or support and coordinate with the appropriate teams.

Provide hands-on assistance with straightforward technical challenges and help customers understand how to troubleshoot and effectively use T2 solutions. Escalate more complex technical issues through established support channels.

Develop an understanding of customers' business needs, industry trends, and use cases to better support their adoption of T2 solutions and identify opportunities to improve the customer experience.

Build positive working relationships with customer contacts and help identify and support T2 champions within customer organizations.

Engage with customer contacts to understand their needs and provide product and technical guidance within established processes. Share relevant customer feedback with internal teams.

Partner with the T2 Account Team, including Account Managers, Regional Sales Managers, Sales Engineers, and Support Engineers, to support customer adoption, satisfaction, and ongoing product usage.

Monitor customer usage and health indicators and communicate potential risks or areas of concern to the appropriate internal teams for follow-up.

Provide technical guidance on T2 solutions, integrations, and recommended practices. Support customers with standard architecture and implementation questions and escalate complex or strategic architecture needs to the appropriate technical resources.

Support customer and community education by helping communicate the capabilities and benefits of the T2 portfolio of solutions.

Stay current with technology trends relevant to the parking and transportation industry and develop knowledge of how these trends may impact customers.

Maintain effective communication with key customer contacts and internal stakeholders to support customer needs and follow through on agreed actions.

Support technology adoption and customer success for an assigned group of T2 customers.

To be a Technical Customer Success Manager at T2, you need...

Minimum 3 to 5 years of relevant experience in customer success, technical support, technical sales, customer operations, product support, or a related field. Experience with enterprise technology solutions is preferred.

Customer-facing experience, including supporting customer technical needs, managing priorities, resolving issues, and supporting product adoption.

Bachelor's degree or equivalent experience in Computer Science, Computer Engineering, Information Technology, or a related field is preferred.

Ability to understand and communicate technical and business concepts clearly to customers and internal stakeholders.

Experience supporting enterprise customers and working with technology solutions involving hardware, SaaS, integrations, or related platforms.

Strong analytical and problem-solving skills with the ability to troubleshoot issues, identify potential solutions, and escalate complex problems appropriately.

Strong customer service orientation and interpersonal skills.

Excellent English verbal and written communication skills.

Experience using CRM and case management tools. Salesforce experience is desirable.

Working knowledge of hardware and SaaS solutions, including integration concepts and functionality.

Experience with continuous improvement methodologies is desirable.

Exposure to software architecture, product development, or technical solution design is a plus.

Ability to establish strong working relationships, collaborate across teams, follow established escalation processes, and share best practices.

Demonstrated willingness and ability to learn new technologies, products, and industry concepts.

Travel

25% to 50%