Customer Success Engineer - ITS

About Ouster:

Ouster is a leader in high-performance lidar solutions, enabling safer, smarter transportation systems. Our BlueCity ITS solution leverages cutting-edge sensor technology to enhance traffic monitoring, road safety, and intelligent transportation systems. We are seeking a skilled Customer Support Specialist to provide exceptional support for clients deploying and maintaining our ITS solutions.

Position Overview:

As a Customer Support Specialist, you will be the primary technical resource assisting customers with the deployment, troubleshooting, and maintenance of the BlueCity ITS solution. You will collaborate closely with government agencies, transportation authorities, and internal teams to ensure smooth installations, accurate system operation, and overall customer satisfaction.

The ideal candidate would be located in New York, New Jersey, or Washington, D.C.

Key Responsibilities:

1. Pre-Installation Customer Support and Onboarding

• Train clients and end-users on system operation, traffic data analysis tools, and diagnostics.
• Assist customers with installation requirements, site surveys, and network architecture to ensure a smooth system deployment.
• Integrate lidar systems with traffic signal controllers, ensuring compatibility with NTCIP, SDLC, and other traffic actuation protocols.
• Configure and test communication with roadside units (RSUs).
• Connect system components such as PoE splitters, SDLC adapters, and CAT6 cabling within traffic cabinets.

2. Installation and Setup – Remote/Onsite Support

• Work with the software team to ensure seamless integration of real-time traffic data into cloud-based analytics platforms.
• Configure and test multimodal traffic actuation for pedestrians, cyclists, and vehicles, ensuring reliable traffic signal control.
• Conduct real-time validation of actuation logic and ensure compliance with agency-specific signal timing requirements.

3. Post-Installation Support

• Perform onsite and remote diagnostics to resolve hardware and software issues related to lidar systems, edge devices, and traffic controllers.
• Monitor and maintain system health, including firmware updates, hardware replacements, and performance optimization.
• Troubleshoot connectivity issues between field devices and cloud-based platforms, ensuring uninterrupted data transmission.
• Regularly audit system data for accuracy and promptly address client-reported issues.

4. General Customer Support & Technical Assistance

• Provide first-line support for BlueCity ITS deployments, diagnosing and resolving hardware and software issues.
• Assist customers in configuring, testing, and troubleshooting network architectures, including IP settings, SDLC, and NTCIP communications.
• Knowledge of PTP (Precision Time Protocol) for synchronizing networked devices in transportation systems or sensor deployments.
• Develop technical documentation, FAQs, and user guides to assist customers.
• Deliver customer training sessions and provide hands-on guidance for ITS system operation

Education:

• Bachelor's degree in Engineering, Transportation Systems, Electronics, or a related technical field (or equivalent experience).

Technical Expertise:

• Strong troubleshooting skills for hardware and software systems.
• Experience with ITS deployments, traffic signal systems, and advanced transportation technologies.
• Knowledge of V2X applications (BSM, PSM, and SAE J2735 messages).