Job Summary 

The Senior Support Engineer is responsible for delivering advanced technical support for traffic signal controller platforms and SEPAC controller software, with a primary focus on m60, 2070, and blade controller environments. 

The role emphasizes diagnosis and resolution of issues across controller software, firmware, field hardware integration, and communications interfaces, ensuring reliable traffic system operations in live environments. 

While supporting controller-level systems, the role also maintains working capability with central systems (e.g., ATMS platforms) to ensure effective end-to-end issue resolution between field devices and system back-end components. 

This position requires strong practical experience in traffic signal systems, controller configuration, and field-integrated ITS environments, with accountability for customer support outcomes, system reliability, and service performance 

Essential Duties:  

• Provides advanced remote support for SEPAC controller software running on m60, 2070, and blade traffic controllers. 
• Diagnoses and resolves issues related to controller operation, firmware behavior, timing configuration, and field device integration. 
• Analyzes controller logs, traces, and configuration data to identify root causes of operational issues in live traffic environments. 
• Supports communication between controllers and central systems, including troubleshooting interface, protocol, and network-related issues. 
• Performs system health checks focused on controller stability, communications integrity, and field device performance. 
• Works directly with field technicians and engineering teams to coordinate issue resolution and validate corrective actions. 
• Escalates complex software or firmware defects to development or subject matter experts with clearly documented findings. 
• Ensures adherence to service level agreements, including response and resolution timelines. 
• Maintains accurate and detailed documentation of cases, controller configurations, issue analysis, and resolutions. 
• Provides guidance to customers and field personnel on controller configuration, diagnostics, and operational best practices. 
• Supports customer onboarding and upgrades involving controller software and field deployments. 
• Contributes to knowledge management through development of technical documentation, troubleshooting guides, and reusable support materials. 
• Supports continuous improvement of support processes, tools, and controller-related methodologies. 
• Identifies recurring issues and contributes to systematic improvements in controller software, configuration standards, or support processes. 
• Assists with selective central system (ATMS) troubleshooting where controller-to-center interaction is relevant. 
• Coaches and mentors junior engineers on controller systems and troubleshooting approaches. 
• Other related duties as assigned. 

Core Competencies & KSAs 

Focus on Results: Delivers reliable controller-level system support aligned with operational performance and service commitments. 

Technical Proficiency: Demonstrates deep expertise in traffic signal controllers, SEPAC software, firmware behavior, and field integration. 

Attention to Detail: Ensures accuracy in controller configurations, diagnostics, and support documentation. 

Customer Service Orientation: Provides clear guidance and effective solutions to customers and field personnel in operational environments. 

Analytical Thinking: Interprets controller data, logs, and system interactions to diagnose technical issues and identify root causes. 

Problem-Solving: Applies structured troubleshooting methodologies to resolve complex controller and integration issues. 

Communication Skills: Communicates clearly with technical and non-technical stakeholders across field, customer, and engineering teams. 

Responsiveness: Acts promptly to address operational issues impacting live traffic systems. 

Collaboration: Works effectively with field teams, central system engineers, and development organizations to drive resolution. 

Minimum Qualifications 

• Bachelor’s degree in Electrical Engineering, Traffic Engineering, Civil Engineering,