Support Engineer

Support Engineer

Permanent

Reports to VP Operations

Beverly

3 days per week in the office

This role sits within the Sitestream division of Polaris. Sitestream was acquired by Polaris in 2025 and are a Massachusetts, USA based business that delivers fully managed traffic enforcement within the road safety space. Prior to acquisition, Sitestream was a long-time customer of our DOME platform which is an end-to-end citations processing and payment solution. We are building out the team in both the UK and the US; this role is for the US team and is based in the office in Beverly.

This is the first technical (software) role to be based out of the US. The primary aim is to provide a connective layer between the software and delivery teams. Providing on the ground support for the US team, using Polaris software to deliver Sitestream solutions.

The Support Engineer will be the first line of contact for our Sitestream team and provide technical support enabling efficient installation, service and management of Polaris software applications within the Polaris office environment. They will be required to service and support the internal infrastructure along with assisting the Solutions Architects, Project and Implementation teams with “on the ground” application deployments and supporting the Account Manager with any support required by Sitestream’s client base. They will be proficient at troubleshooting and assisting with any technical office hardware and software issues experienced with the Polaris software suite used by Sitestream and their clients.

Requirements:
· Support ticket logging, assisting and troubleshooting with local software and hardware issues as they arise using our Zendesk CRM to triage support tickets. Tickets will be logged, prioritised and troubleshooting will take place. Issues that cannot be resolved by the Support Engineer will be escalated to Professional Services for analysis and complex investigation.

· Ensure tickets are resolved within defined Service Level Agreements.

· Support the Solution Architect with Implementations as required.

· Training clients and internal staff on new or existing software applications.

· Escalation of issues or feature requests to the relevant teams for review and resolution.

· Assist with technical documentation following new installations, upgrades and software resolutions.

· Support the Account Manager with any client support issues or advice requests.

· Adhere to all Information Security and Quality Policies

Success Metrics

· First response time and resolution time

· Customer satisfaction (CSAT) scores

· Ticket backlog management

· Contribution to self-service deflection rate

Qualifications & Experience

· Experience with IT service management/CRM tools for case logging and trackability.

· Experience working with configurable platforms, workflow engines, or enterprise software solutions.

· Strong troubleshooting skills and experience with hardware, software, networking and server-side issues.

· A high level of technical, written literacy. The ability to explain technical issues to non-technical users.

· Knowledge of Windows Server technologies; RDP, IIS configuration, server roles and features, MS O365

· Some knowledge of SQL server database technologies is preferred but not essential.

Benefits:
What We Offer

• 401K match (coming)
• Vision insurance
• Health and Dental with Blue Cross Blue Shield
• Long Term Disability
• Life Insurance
• EAP
• Community Day
• Moment in Time Day
• Federal Paid Holidays

Equal Opportunities

Our business is an equal opportunities employer. We make recruitment decisions based on qualifications, skill sets, and experiences. We consider all suitable candidates regardless of their age, sex, gender reassignment, race, religious beliefs (or lack thereof), marital status, disability, sexual orientation, or any other protected characteristic.

Please note that we can currently only consider candidates with an existing right to work in the US. Candidates must be able to pass a comprehensive background check, including fingerprinting.