高级技术支持专员
Sr Technical Support Specialist
**关于Routeware公司**
Routeware是提供软件和数据分析的行业领导者，帮助公共和私营企业提高废物和回收计划的有效性。我们的解决方案帮助组织节省时间与成本，提高效率，改善安全性能，并帮助我们创造一个更绿色的世界。
公司总部位于俄勒冈州波特兰，团队成员分布在北美和英国。我们的品牌、产品和服务为市政和私营废物清运公司及其他车队服务提供了一体化平台。作为一项关键且不断增长的行业，我们寻找具有解决问题能力的团队成员，希望对环境产生积极影响。我们的工作环境协作、充满活力、节奏快速且有趣，高度重视创新和主动性。
我们的使命：
- _**将废物收集转变为**_ _**为后代创造更美好的未来。**_
我们的价值观：
- 适应力强 - _废物行业和技术不断变化，Routeware团队从不停止适应，以保持技术革新的前沿，支持客户保持领先。_
- 以使命为导向 - _在Routeware，我们重视我们的工作对客户成果、团队成员福祉以及环境长期可持续性的持久积极影响。_
- 以人为本 - _虽然技术驱动我们的产品；Routeware中真实、有爱心的人员才是为客户带来有意义成果的真正驱动力。_
**职位概述**
负责Routeware核心平台——RCC（SQL Server路线/废物管理）和SmartCities（MySQL市政车队/废物管理SaaS）的高级技术支持角色。结合数据库调查、SQL报告开发和车队硬件故障排查，解决一线支持无法处理的问题，并修复根本原因。
**职责与义务**
- 作为复杂客户工单的高级支持点，涉及RCC和SmartCities中的数据完整性问题（路线、排班、地理围栏、工作订单）
- 在SQL Server和MySQL上编写和维护SQL查询/报告，遵循每个平台的查询规范
- 追踪数据问题的根本原因——包括错误的直接数据库更新、表同步失败和设备驱动的数据损坏
- 排查车队硬件：Howen MDVR/DVR设备、安卓平板（rwMobile）和RFID读卡器
- 在Jira中跟踪并记录升级问题，使用已建立的问题流程
查看英文原文
**About Routeware, Inc.**
Routeware is the industry leader in providing software and data analysis that enables public and private enterprises to improve the effectiveness of their waste and recycling programs. Our solutions help organizations save time and money, increase efficiency, improve safety and help make our world a greener place.
Based in Portland, Oregon, the company employs a distributed team across North America and the UK. Our brands, products, and services provide an all-in-one platform to municipal and private waste haulers and other fleet services. As part of an essential and growing industry, we seek solution-oriented team players who want to positively impact the environment. Our work environment is collaborative, dynamic, fast-paced, and fun with a strong appreciation for innovation and initiative.
Our Mission:
- _**Transform**_ _waste collection to_ _**drive**_ _a better future for generations to come._
Our Values:
- Adaptability - _The waste industry and technology are ever-changing, and the Routeware team never stops adapting to be at the forefront of technology innovation, supporting our customers to stay ahead._
- Mission-driven - _At Routeware, it matters to us that our work has a lasting positive impact on our customers' outcomes, our fellow team members' well-being, and the long-term sustainability of our environment._
- Human-first - _While technology drives our products; the real, live, caring people at Routeware are the true drivers of meaningful outcomes for our customers._
**POSITION OVERVIEW**
Escalation-level technical support role covering Routeware’s core platforms — RCC (SQL Server routing/waste management) and SmartCities (MySQL municipal fleet/waste management SaaS). Combines database investigation, SQL report development, and fleet hardware troubleshooting to resolve issues front-line support can’t, and to fix root causes.
**RESPONSIBILITIES & DUTIES**
- Serve as senior escalation point for complex customer tickets involving data integrity issues (routes, scheduling, geofences, work orders) across RCC and SmartCities
- Write and maintain SQL queries/reports on SQL Server and MySQL, following each platform’s query conventions
- Trace data issues to root cause — including bad direct DB updates, table sync failures, and device-driven data corruption
- Troubleshoot fleet hardware: Howen MDVR/DVR units, Android tablets (rwMobile), and RFID readers
- Track and document escalations in Jira using established issue-type conventions
- Build/maintain internal tools and references to speed up investigations
**QUALIFICATIONS**
- Strong SQL skills (SQL Server and MySQL), including complex joins and root-cause query debugging
- Experience investigating data integrity issues in a production, customer-facing system
- Comfort troubleshooting in-vehicle hardware/software integrations
- Ticketing system experience (Jira or similar)
- Strong root-cause analysis and clear technical communication
**PREFERRED**
- Routing, fleet, or municipal software background
- GPS/telematics data experience
- Experience building internal tooling to support investigations
**BENEFITS**
- Comprehensive benefits (medical with HSA option, vision, dental, and life insurance)
- Paid parental leave
- Medical and Dependent FSA
- 401K match
- Unlimited PTO
- Ten company holidays
- 1 Volunteer day
- Summer Friday's
_Routeware is an Equal Opportunity Employer and prohibits all forms of discrimination or harassment. At Routeware, we are committed to the principle of equality, and all employment decisions are based on job requirements, business needs, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate._