Technical Customer Support Engineer

About BusRight

More than 26 million students ride ~500,000 buses to and from school daily, a massive transit operation often managed with pen & paper or legacy software.

At BusRight, we’re building the modern operating system for school transportation: advanced routing, dynamic driver navigation, live GPS tracking, and real-time parent communication.

As the industry faces driver shortages, rising parent expectations, and increasing route complexity, we’re helping districts operate more efficiently and safely at scale.

Role Overview

We are looking for a highly analytical, systems-oriented engineer to operate at the intersection of Product, Engineering, Customer Success, and Operations. You’ll debug complex system behavior, investigate data issues across multiple services, and build internal tools and workflows that improve reliability across our platform.

You won’t just resolve issues, you’ll identify patterns, propose fixes, and help build systems that prevent problems from recurring.

If you enjoy debugging real-world systems, working across APIs, data pipelines, and hardware, and turning chaos into scalable processes, this role is for you.

What You’ll Do

Technical Problem Solving & Debugging

• Act as the technical escalation owner for complex product and system issues
• Investigate platform behavior by querying logs, analyzing data pipelines, inspecting API responses, and tracing issues across systems
• Reproduce bugs, identify root causes, and partner closely with Engineering to resolve them
• Translate technical findings into clear, actionable insights for both technical and non-technical stakeholders

Systems, Tooling & Process Improvements

• Build internal tools, scripts, and workflows to improve debugging and support efficiency
• Identify recurring issues and implement scalable fixes (automation, monitoring, or product feedback)
• Improve observability and debugging processes across routing, GPS tracking, and integrations
• Contribute to documentation and playbooks that enable the team to scale

Support Operations & Hardware Systems

• Own and resolve Tier 2 issues across product behavior, device connectivity, and operational workflows
• Troubleshoot deployed hardware (tablets, GPS units) using remote diagnostics and system monitoring
• Identify trends in hardware or connectivity issues and escalate systemic fixes

Onboarding & Data Integrations

• Support onboarding and integration of Student Information Systems (SIS)
• Investigate and resolve data sync issues between external systems and BusRight
• Export, analyze, and validate datasets (routes, student records, etc.)
• Perform data cleanup and integrity checks (duplicates, stale data, inconsistencies)
• Partner with internal and external stakeholders to ensure accurate system setup

What You’ll Build & Improve

• Internal debugging tools for routing, GPS, and system behavior
• Scripts and workflows to automate repetitive support tasks
• Monitoring and alerting systems to proactively catch issues
• Data validation and integrity processes across integrations
• Feedback loops that influence product and engineering roadmap

What We’re Looking For

• 2+ years of experience working with technical systems, APIs, or backend platforms
• 2+ years of customer-facing experience in a technical support or solutions role
• Strong experience debugging software issues, analyzing logs, and investigating system behavior
• Comfortable writing and debugging TypeScript (or similar languages) to investigate issues and build internal tools
• Experience working with APIs, data integrations, and system configurations
• Strong proficiency in Google Sheets (or similar tools) for analyzing large datasets
• Ability to move from issue → root cause → system-level fix
• Bias toward automation over manual work
• Comfortable operating in ambiguity and defining processes from scratch

Nice to have:

• Experience troubleshooting deployed devices or mobile platforms
• Background in startups or fast-paced environments
• Computer Science or Engineering degree

Why This Role is Different

• You’ll work directly with engineers, not through layers
• You’ll own problems end-to-end, not just escalate them
• You’ll influence product decisions through real-world debugging insights
• You’ll help build the systems that scale support as we grow
• You’ll operate across software, data, and hardware in a single role