Location
Toronto, Ontario, Canada
Capabilities
Digital and Data
Office Setup
Remote
Job ID
#39877
Market
Transportation
At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.
Your impact
StreetLight , a subsidiary of Jacobs, is seeking a Product Support Engineer to help transportation planners, modelers, analysts, and engineers solve a wide range of mobility and transportation challenges using StreetLight InSight ®, our SaaS on-demand product suite , and the metrics generated. In this role, you will work closely with both with StreetLight’s customers as well as cross-functionally with StreetLight teams to support customers, investigate technical issues, analyze transportation and mobility datasets, and help improve internal processes and customer experiences.
This is an exciting opportunity for someone who enjoys combining technical problem-solving, customer interaction, and data analysis in a collaborative, fast-paced environment.
Location : Remote in Canada within Atlantic, Central or Eastern timezones
Responsibilities:
Provide comprehensive support for users of StreetLight InSight® products and metrics
Resolve customer issues quickly within published SLAs while maintaining a high level of customer confidence and satisfaction
Investigate, troubleshoot, and analyze technical issues with a focus on root cause identification and long-term resolution
Support operational workflows and processes related to StreetLight InSight® products
Analyze large transportation and mobility datasets to identify anomalies, trends, patterns, and performance issues
Collaborate cross-functionally with all teams at StreetLight, including Product, Engineering, Sales, and Privacy to improve internal efficiency and customer experience
Serve as a technical liaison between customers and internal teams by communicating user feedback, bugs, and feature requests
Create and maintain support documentation, FAQs, best practices, and training materials
Manage a high volume of inbound support requests in a timely, organized, and detail-oriented manner
Identify opportunities to improve support processes, workflows, and customer outcomes
Conduct post-resolution follow-ups with customers and internal teams as needed
Continuously learn and adapt to new tools, technologies, and evolving customer needs
Here's what you'll need
Bachelor’s degree in a technical or analytical discipline such as Transportation, Urban Planning, Data Analytics, Engineering, or related field. Equivalent practical experience in technical support, software, mobility, transportation, or data-focused roles may also be considered.
2+ years of experience in a customer-facing role
2+ years of technical experience implementing, supporting, developing, or troubleshooting software solutions
2+ years of experience in transportation, mobility, urban planning, or related industries
Experience working with large datasets, including analyzing, manipulating, identifying patterns, and investigating anomalies
Strong problem-solving skills with the ability to think critically and independently
Excellent written and verbal communication skills, including regular communication with customers via email and phone
Strong organizational skills with the ability to manage multiple priorities and follow established processes
Empathy for users and a strong understanding of customer needs
Ability to work collaboratively across teams in a remote-first environment
Willingness and ability to learn new technologies and workflows quickly
Preferred :
Experience with operational support functions
Proficiency with programming languages such as Python and SQL
Experience with APIs, integrations, or technical troubleshooting involving connected systems
Familiarity with geospatial or GIS tools such as QGIS or ArcGIS
Comfort working with AI-enabled tools, workflows, or technologies
Experience supporting SaaS products or technical software platforms
Experience in customer support, technical services, or consulting environments
Ability to travel occasionally for team or company events
Posted Salary Range: Minimum
90,000.00
Posted Salary Range: Upper
105,000.00
The base salary range for this position is $90,000.00 to $105,000.00. This range reflects the minimum and maximum target for new hire salaries for the position across Ontario, Canada locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. This job posting is for an existing vacancy.
At Jacobs, we use AI-driven recruitment to match top talent with opportunity—however, human connection and fairness remain at the heart of every hiring decision.
Jacobs welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. To request an accommodation, please select here .
Your application experience is important to us, and we’re keen to adapt to make every interaction even better. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team via Careers Support .
