Sr Technical Support Specialist

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.

Originally posted on Himalayas