Tier 3 Engineer

Via is using technology to transform transportation around the world. From changing a single person’s daily commute to reducing humanity’s collective environmental footprint — we’ve got huge goals. 

As a Tier 3 Engineer at Via, you will act as an essential bridge between internal teams, ensuring effective communication and coordination to resolve technical issues that impact our partners. Leveraging your engineering skills and product knowledge, you will work behind the scenes to address challenges related to our technology, support internal teams in enhancing partner satisfaction, and contribute to the continuous improvement of our products and services.

What You’ll Do:

• Leverage your expertise to diagnose and resolve complex issues, ensuring minimal disruption to our partners' operations, and maintaining seamless functionality.
• Partner closely with our R&D, Partner Success, and Operations teams to resolve partner escalations
• Bring a strong drive to investigate support trends and issues, using a variety of tools and dynamic approaches, while tackling new and unique challenges every day.
• Leverage your strong communication skills to effectively engage with both technical and non-technical teams
• Develop and maintain meticulous documentation of support processes, frequently encountered issues, and tailored solutions
• Monitor and analyze support trends and issues to identify opportunities for process improvements and proactive measures that can prevent future challenges

Who You Are:

• Bachelor’s degree in Computer Science, Data Science, Information Technology, Software Engineering, or a related technical field
• Minimum of 2 years of experience in a technical product management, technical support, solutions engineering, software engineering or related role 
• Familiarity with programming and scripting (Python & Bash) for management and automation tasks, such as configuration gathering, upgrades, log-parsing & analysis
• Strong analytical and critical thinking skills, with the ability to dissect technical issues and develop comprehensive solutions
• Hands-on experience with different operating systems, specifically Linux, and advanced troubleshooting techniques 
• Experience working in Cloud & SaaS environments utilizing AWS, Jenkins, Coralogix, SQL
• Strong verbal and written communication skills, with the ability to articulate technical concepts to diverse audiences 
• Ability to manage multiple priorities in a fast-paced environment while maintaining a focus on quality and timeliness

Compensation and Benefits:

• Final salary will be determined by the candidate’s experience, knowledge, and skills. Salary reflected does not include equity or variable pay, where applicable.
• Salary Range: $85,000 - $100,000 per year.
• We are proud to offer a generous and comprehensive benefits package, including free medical plans and 401K matching.

We’re Via, and we build technology that changes the way the world moves. We pioneered the TransitTech category to ensure that the future of transportation is shared, dynamic public mobility — the kind that reduces carbon emissions across congested cities, minimizes reliance on private cars, and provides everyone with accessible, efficient, and affordable ways of getting around. 

We created the first end-to-end TransitTech solution for cities and transit agencies, offering world-class software, service design, and operational expertise to fundamentally improve the way the world moves.

Via was founded with the guiding principle that we go further when we go together. We are dedicated to building a diverse, inclusive and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. All backgrounds, identities, and voices are welcomed and celebrated at Via.

Ready to join the ride? 

Via is an equal opportunity employer.