Product Support Engineer

Location

Dallas, Texas, United States

Capabilities

Digital and Data

Office Setup

Remote

Job ID

#39838

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 the United States 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

80,000.00

Posted Salary Range: Upper

90,000.00

Our health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well-being. Your security. Your future. Employees have access to medical, dental, vision, and basic life insurance, a 401(k) plan, paid time off, and the ability to purchase company stock at a discount. Eligible employees may also enroll in a deferred compensation plan or the Executive Deferral Plan. And certain roles may be eligible for additional rewards, including merit increases, performance discretionary bonus, and stock.

The base salary range for this position is $80,000.00 to $90,000.00. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. Job posted on May 18, 2026. This position will be open for at least 3 days.

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 .