Careers

Client Services Intern

Transfinder, a leader in logistics software, is looking for an enthusiastic, career-minded, and motivated student to join our team as an intern. The ideal candidate is someone who enjoys problem-solving, has an analytical mindset, and is eager to develop their professional skills in preparation for graduation and beyond.

Supervisor Title: Director of Support Services

Pay Status and Classification: Non-exempt, Temporary

Work Location: Remote in New York or Texas 

Position Purpose: The Client Services intern will play a crucial role in supporting our clients and ensuring the smooth operation of our services. This position is designed to provide hands-on experience in client support, software installation, data management, internal reporting, and quality assurance (QA). The intern will work closely with our Support Specialists and Call Coordinator to learn best practices and contribute to the overall success of our client support team.

Essential Duties and Responsibilities:

• Client Support: Coordinates technical support calls from clients.
• Software Installation: Works with Support Specialists to learn best practices for software installation and end-user environment setup.
• Data Management: Researches and gathers custom client data, ensuring data security and sensitivity. Analyzes and provides feedback on the completeness of client data requirements.
• Internal Reporting: Assists in reporting on internal data analytics.

Learning Objectives:

• Understand the software industry and network with its professionals.
• Learn and adhere to documentation standards and expectations.
• Gain hands-on experience with tools like Microsoft Dynamics, Remote Desktop Protocol (RDP), Client Relationship Manager (CRM), reporting tools, and server management. 

Internship Requirements:

• Currently enrolled in a degree program with at least 2 years completed.
• Exceptional verbal and written communication skills, with the ability to interact effectively with professionals at all levels.
• Strong organizational abilities, time management, analytical thinking, and problem-solving skills.
• Proficiency in Microsoft Office Suite.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
•  Must be able to lift up to 15 pounds at times.

Hourly Rate: $18.00

Salary is established based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location.

• Inside Sales Strategy: Prospects and qualifies leads in assigned regions for designated Sales Consultants. Develops and implements targeted sales strategies to maximize lead conversion. Maintains a pipeline of potential clients and track progress towards sales goals. Schedules appointments and presentations for Sales Consultants. Coordinates post-demonstration follow-up with Sales Consultants to close business. 
• Outside Sales Strategy: Attends on-site demonstrations as needed. Networks with industry professionals to identify new business opportunities. 
• Communication and Collaboration: Communicates directly with decision-makers, including executives, throughout the sales process. Collaborates with the marketing team to develop and refine sales materials and presentations. Participates in regular sales meetings and training sessions to stay updated on product offerings and sales techniques. 
• Conferences: Represents the company at regional and/or national conferences and client summits. Strategies with the marketing team to develop strategies for conference set-ups.  
• Documentation: Manages prospect notes in the Customer Relationship Management (CRM) system. Updates the CRM after prospect outreach. Prepares and submits regular sales reports and forecasts to management. Ensures all client information is accurately recorded and maintained in the CRM system. 
• Administration: Perform other duties and projects as assigned. 

• Excellent interpersonal and customer service skills. 
• Excellent verbal and written communication skills. 
• Excellent sales and negotiation skills. 
• Excellent organizational skills and attention to detail. 
• Strong analytical and problem-solving skills. 
• Ability to function well in a high-paced and at times stressful environment. 
• Proficient Microsoft Office skills. 

Applications Specialist (Software Trainer)

Pay Status and Classification: Exempt, Regular Full-time

Supervisor Title: Training Manager

Work Location: Remote in New York or Texas. If in New York and local to company headquarters in Schenectady, NY there are days the Applications Specialist is expected to be in the office for company meetings.

Position Purpose: The Applications Specialist serves as the main point of contact for providing technical training to Transfinder clients. The Applications Specialist assesses new and existing client training needs, providing customized and detailed training. The Applications Specialist works in partnership with Client Project Managers, Client Relations and Support Services teams, collaborating on projects and providing the status of open projects.

Essential Duties and Responsibilities:

• Training Delivery: Facilitates technical and complex training to users through webinars, video conference one-on-one instruction, in person at client locations, Transfinder University, and at the Transfinder Annual Client Summit. Conducts in-person training to internal teams. Provides ongoing support and follow-up training sessions as needed.
• Training Schedule Creation: Creates and manages training schedules and classroom agendas based on client-specific needs and project timeline.
• Training Program Design: Creates and implements high quality custom training programs based on clients specific needs to teach clients new skills and meet organizational needs.  Shares innovative training concepts with fellow team members.
• Training Materials: Prepares thorough training materials, such as presentations, manuals, and other materials. Collaborates with training team members to stay current on product knowledge information for training materials. Updates training materials based on client feedback and product enhancements.
• Training Evaluation: Evaluates the effectiveness of training sessions, assesses participants learning, and maintains records of training materials and curriculum within the current Customer Relationship Management (CRM) system. Documents training session notes to ensure internal stakeholders are informed of training session outcomes.
• Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Outstanding interpersonal skills, with a desire to provide exceptional customer service.
• Organized with attention to detail.
• Strong presentation skills.
• Ability to design and implement effective training and development.
• Adept with a variety of multimedia training platforms and methods.
• Ability to work independently and as a member of the Training team.
• Ability to learn new software and procedures quickly and independently.

Experience:

• 2-4 years of professional experience in a 1-1 technical training position.
• Demonstrated experience using Microsoft Office Suite and CRM software.

Travel Requirements:

• Ability to travel to client locations to conduct on-site training as needed.
• Ability to travel to Transfinder’s Annual Client Summit.
• A valid driver's license is required.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds at times.

Annual Salary Range: $60,500.00-$85,000.00

Salary is established based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location.

Overview 

The Senior Site Reliability Engineer (SRE) plays a crucial role in ensuring that Transfinder delivers top-notch cloud-based software solutions to our clients. This position combines software engineering and systems administration to enhance our essential infrastructure's reliability, scalability, and performance. The Senior SRE will work closely with development and operations teams to design, implement, and optimize highly available, secure, and cost-effective cloud environments.

 RESPONSIBILITIES:

• Architect and Implement Cloud Infrastructure: Design, build, and maintain robust cloud infrastructure solutions leveraging AWS and other cloud technologies.
• Mentorship and Knowledge Sharing: Provide technical guidance and mentorship to junior SREs, fostering a culture of continuous learning and improvement.
• Process Improvement: Identify opportunities to enhance operational efficiency and reliability through process automation and optimization.
• Drive Reliability and Performance: Develop and execute plans to meet and surpass Service Level Objectives (SLOs) and Service Level Agreements (SLAs).
• Automation and Tooling: Build and maintain automation frameworks to streamline operations, reduce manual effort, and increase efficiency.
• Incident Response and Resolution: Lead incident response efforts, conduct root cause analysis, and implement preventive measures to minimize downtime.
• Capacity Planning and Optimization: Proactively identify and address performance bottlenecks, optimize resource utilization, and ensure system scalability.
• Security and Compliance: Implement and maintain robust security measures to protect sensitive data.

REQUIREMENTS

• 5+ years of experience in Site Reliability Engineering or a similar role.
• Cloud Expertise: Extensive expertise in the AWS cloud platform and its services.
• Programming and Scripting: Proficient in a scripting language (e.g., Python, PowerShell).
• Infrastructure as Code (IaC): Experience with an IaC tool such as Terraform.
• Technical Knowledge: In-depth understanding of Linux systems, networking, load balancing, and security principles.
• Observability: Experience with monitoring and alerting tools (e.g., Prometheus, Kibana, Grafana).
• Skills: Strong problem-solving, troubleshooting, and analytical skills.
• Communication: Excellent communication and collaboration skills.
• Bonus: Expérience with containerization technologies (Docker, Kubernetes) is a plus.

Annual Salary Range: $100,000.00 to $150,000.00 

Compensation: Salary is established based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location.

Software Support Specialist (2 Available Positions)

Pay Status and Classification: Exempt, Regular Full Time

Supervisor Title: Support Manager, Client Support 

Work Location: Remote in New York or Texas. If in New York and local to company headquarters, there are days the Software Support Specialist is expected to be in the office for company meetings.

Position Purpose:
 The Software Support Specialist serves as the primary point of contact for clients experiencing technical difficulties. The Software Support Specialist manages and resolves complex client technical challenges that result from the installation, implementation, and use of Transfinder’s software platform.

The Software Support Specialist provides exceptional customer service to clients and possesses an aptitude for learning new software applications and their underlying technologies quickly and thoroughly. The Software Support Specialist is a highly technical individual who works cooperatively in a team environment and contributes to the growth and success of their clients, their peers, their department, and the company.

Essential Duties and Responsibilities:

• Analytical and Technical Problem Solving: Identifies and resolves complex client issues by approaching an issue from multiple angles and testing possible solutions through a Quality Assurance (QA) or User Acceptance Testing (UAT) environment. Assesses error logs, metrics, user reports, and screenshots to provide resolutions or data-driven recommendations of best practices to the end user and internal teams. Evaluates client data for possible discrepancies and diagnoses data issues using SQL queries. Reviews multiple possible solutions and strategizes the best solution to present to the customer.
• Technical and How-to Support: Determines and resolves document functional issues, errors, and configuration changes within browser-based software applications. Utilizes tools such as DevTools, Developer Edition, Kibana, and Structured Query Language (SQL) to diagnose and document underlying errors related to front-end or data-specific software issues. Facilitates technical support to end-users via phone or screen sharing to resolve issues efficiently.
• Documentation and Bug Reproduction: Determines comprehensive steps to reproduce and annotate screenshots of discovered bugs for an efficient hand-off between departments. Ensures the bug resolution process is thorough with quality documentation of existing versus expected functionality, working with cross-team members to confirm software behavior as part of the troubleshooting steps. Maintains and expands internal documentation via thorough note-taking on completed cases.
• Product Knowledge and Education: Stays current with the dynamic product suite that has quarterly releases of new features and products. Applies updated product knowledge when solving technical difficulties, ensuring seamless support for the clients. Proactively seeks opportunities to enhance product knowledge through provided training videos, internal documentation, and hands-on experimentation. Collaborates closely with cross-functional teams, including development, QA, and DevOps, to facilitate the knowledge transfer of issues documented with existing or emerging technologies.
• Internal Collaboration: Ensures client issues faced during onboarding are resolved efficiently and to completion in partnership with the Service department. Collaborates with the DevOps team on reporting and facilitating performance/infrastructure-based issues that require server review. Thoroughly communicates possible trending client issues to the Development and QA departments to ensure both departments are equipped with all gathered information on the presenting issue.
• Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent communication and interpersonal skills with the ability to interact with internal teams, external clients, and stakeholders.
• Ability to manage multiple support cases while maintaining quality and response time goals.
• Exceptional analytical skills to detect patterns, diagnose root causes, and suggest enhancements for software and user experience.
• Ability to work effectively independently and as part of a collaborative team.
• Excellent organizational skills and attention to detail.
• Proficiency in using a Customer Relationship Management system (CRM)/ticketing software to track, manage, and provide updates on existing client issues.

Experience:

• 2+ years of experience supporting Software as a Service (SaaS) products.
• 2+ years of experience in a technical support position providing phone and screensharing-based support to clients.
• Thoroughly demonstrated knowledge of a variety of diagnostic tools including SQL, DevTools, Kibana, and Remote Desktop Protocol (RDP) applications.
• Basic troubleshooting experience with Application Programming Interface (APIs), the Active Directory (AD) with Security Assertion Markup Language (SAML), and Single Sign-On (SSO).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Salary: $61,000.00-$70,000.00

Salary is established based on various factors, including, but not limited to, prior employment history/job related knowledge, education and training, skills, and geographic location. These factors are taken into consideration during the employment offer process. 

Product Owner

Pay Status and Classification: Exempt, Regular Full-time

Supervisor Title: Director of Product Management

Work Location: Remote in New York or Texas. If in New York and local to company headquarters in Schenectady, NY there are days the Product Owner is expected to be in the office for company meetings.

Position purpose: The Product Owner plays a vital role in product development, ensuring that products meet client needs and expectations. They gather detailed requirements and develop new features and products. The Product Owner prioritizes and refines items within the backlog, sprints, and releases. Additionally, they lead refinement, planning, and review meetings with the Development teams and stakeholders.

Essential Duties and Responsibilities:

• Project and Backlog Management: Develops and prioritizes a large development backlog with regularly changing priorities.
• Collaboration: Collaborates with the development teams, quality assurance, and Scrum Masters to build and evaluate new features and products.
• Communication and Presentation: Presents complex designs across technical and non-technical teams.
• Scrum and Agile Practices: Leads and participates in critical scrum meetings like Refinement Meetings, Sprint Planning, and Sprint Reviews.
• Research and Knowledge Acquisition: Performs user and product research by exploring ideas with internal and external stakeholders. Gains expertise in new subjects, technologies, and concepts pertinent to the products under development.
• UI/UX Design and Critique: Creates and critiques UI/UX artifacts used to guide the development team. Ensures that users can easily navigate through technology and products. Maintain a cohesive look and feel for products.
• Team Leadership and Motivation: Motivates development teams to meet sprint commitment and product quality goals.
• Other duties and projects as assigned.

Required Skills/Abilities:

• Excellent interpersonal and customer service skills.
• Strong written and spoken communication skills.
• Excellent troubleshooting skills.
• Exceptional organizational skills with the ability to manage multiple tasks and priorities simultaneously, while maintaining attention to detail.
• Strong analytical and problem-solving skills.
• Effectively responds to feedback and demonstrates the ability to adapt to changes.
• Proficient with Microsoft Office Suite, Jira, Prototyping Tools, and Product Analytic Tools.

Experience:

• A minimum of 4 years of experience as a Product Owner, Business Analyst or active participant in a Scrum process.
• Experience working directly with software development teams and international teams
• Demonstrated knowledge of UI/UX principles for both mobile and browser applications.
• Demonstrated knowledge of scrum and agile principles.
• Exposure to logistics, education, public safety, fleet maintenance fields.

Physical Requirements: 

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to distinguish between colors.

Driving Requirements:

•     A valid driver's license is required.
•    Must be able to drive to various locations to test software.

Annual Salary Range: $80,000.00 to $130,000.00

Salary is established based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location.

Annual Salary Range: $75,000.00  to $175,000.00

Compensation: Salary is established based on various factors, including, but not limited to, prior employment history, job-related knowledge, education and training, skills, and geographic location.