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 Engineer to provide exceptional support for clients deploying and maintaining our ITS solutions.

Position Overview:

As a Customer Support Engineer, 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.

Key Responsibilities:

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.

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.

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.

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.

Qualifications & Experience:

Education

• Bachelor's degree in Electronics Engineering, Transportation Systems, 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).
• Understanding of traffic signal controller standards (TS2, TS1, 2070, ATC) and traffic cabinet communication protocols.
• Experience with Linux-based operating systems, debugging tools, and network setups (IP configurations, testing).
• Hands-on experience with PoE networking, SDLC adapters, RSU integration, and field deployments.
• Proficiency in Precision Time Protocol (PTP) for synchronized sensor deployments.
• Ability to read and interpret technical schematics, wiring diagrams, and system documentation.

Soft Skills

• Strong communication and interpersonal skills to interact with customers and internal teams.
• Ability to work independently and manage multiple projects simultaneously.
• Strong problem-solving skills and attention to detail.

Preferred Qualifications:

• Hands-on experience with lidar technology or other advanced sensing solutions.
• Familiarity with cloud-based ITS solutions and remote monitoring tools.
• Understanding of cybersecurity best practices for ITS networks.

The base pay will depend on your skills, work experience, location, and qualifications. This role may also be eligible for equity & benefits.
 

We acknowledge the confidence gap at Ouster. You do not need to meet all of these requirements to be the ideal candidate for this role.

At Ouster we offer a range of competitive benefits, as we believe in taking care of our employees in all aspects of their lives. Our newly renovated office, located in the Mission District of San Francisco, is a dog-friendly workplace with a kitchen stocked with snacks, fresh fruit and drinks, and a complimentary dinner catered nightly. Additional perks include 15 vacation days/10 paid holidays annually; paid parental leave; pre-tax commuter or health care/dependent care accounts; 401K match up to 4%; medical, vision and dental plans with premiums covered at 100% for the employee and 75% for dependents (Cigna or Kaiser); life insurance; and short term disability and long term disability. Ouster offers the best benefit options available because we consider the well-being of our employees a top priority.

Ouster is an Equal Employment Opportunity employer that pursues and hires a diverse workforce. Ouster does not make employment decisions on the basis of race, color, religion, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military status, or any other basis protected by local, state, or federal laws. Ouster also strives for a healthy and safe workplace, and prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance, Ouster considers qualified applicants with arrest and conviction records for employment. If you have a disability or special need that requires accommodation, please let us know.