Job Description

About Optibus:

Optibus is a unified software platform revolutionizing public transportation planning, scheduling, and operations in over 7,000 cities worldwide. Using AI, ML, and optimization algorithms, it empowers agencies to design more efficient, equitable, and sustainable transit networks, enhancing passenger access, reducing emissions, and improving driver conditions. With offices globally and a team of 350+ employees, Optibus fosters a collaborative culture centered on innovation, determination, and impact. As the first unicorn in public transportation technology, Optibus is driving the modernization of mass transit to make it the preferred choice for cities and passengers alike.

About the Position:

Optibus is looking to fill the role of a Data Technician II. This position is crucial for the Customer Success team, which focuses on providing best-in-class onboarding, training, and support to transit agencies and operations providers using Optibus’ innovative SaaS solutions for public transit planning, scheduling, and operations.

This role requires a professional who couples technical and client relationship capabilities to help customers achieve their objectives on the Optibus platform and deliver value. As a subject matter expert in both Optibus and public transit, you will serve as the voice of the customer globally within the company. A significant part of this role also involves delivering complex GTFS (General Transit Feed Specification) data-based solutions and acting as a liaison to external partners, including 3rd party vendors and research entities.

Key Responsibilities:

• Customer Onboarding Management: You will oversee the configuration, onboarding, and training for Optibus customers, ensuring they effectively meet their goals and maximize value from the platform while staying within time and budget constraints. This includes managing onboarding projects, and handling customer escalations, with other Optibus team members.
• Technical Solutioning & Implementation: Provide expert technical advice and support to clients to optimize their use of Optibus products and services. You will be responsible for developing customized solutions and strategies to address clients' unique needs and challenges. This also entails leading and managing the implementation and integration of Optibus products into clients' existing systems.
• Data Strategy & GTFS Expertise: Take a leading role along with other DT II's and III's to deliver high-quality GTFS data-based services. You will conduct thorough testing and troubleshooting to ensure the smooth functioning of products and systems, particularly those reliant on GTFS data. Furthermore, you will engage in the open transit data specification community to ensure Optibus stays ahead of the latest developments.
• Product Advocacy & Improvement: You will continuously learn and become an expert in the Optibus platform, including new modules and features. A key part of your role is to be the voice of the customer within Optibus, influencing and shaping the future direction of the platform. You will also collaborate with other teams to continuously improve the delivery of various Platform modules including GTFS-based passenger information solutions. Throughout this work, you’ll be proactive in logging product needs and updating documentation.
• Relationship Management & Team Contribution Building and maintaining strong working relationships with Optibus' customer base, especially the main Optibus users at customer organizations, is essential. You will contribute to the growth and maturation of the Customer Success team, including developing best practices and process improvements. This role may also require you to represent Optibus at external meetings and industry events.

Services Support:

• Ensure work performed is within the scope of clients’ Terms of Services.
• GTFS creation and maintenance, including for GTFS Flex feeds.
• Dataset review against GTFS.
• GTFS validation.
• Communication with agencies regarding questions about their services.
• Communication with 3rd party apps (Google, Apple, Transit, Moovit, 511) to ensure client data is accurately represented on trip planning applications.
• Coordinate with Google Transit Partners to create new static and GTFS-rt feeds, and shepherd feeds through QA and launch.
• Coordinate closely with other transit vendors to ensure client GTFS data we publish works properly on their platform, recommend internal processes to handle vendors needs, and build ongoing relationships.
• Work in collaboration with other Optibus teams on large or time-sensitive projects as needed.

Team Development:

• Provide mentorship and training to Data Technician I team members, fostering their professional development.
• Act as a point of contact for interdepartmental data-related questions.
• Identify and proactively address potential data quality issues and process inefficiencies.
• Analyze existing data workflows and identify areas for improvement, recommending and implementing process enhancements.
• Develop and document standardized data procedures and best practices.
• Help maintain a knowledge base of common data issues and solutions.

Requirements

• Proficient in professional English
• 2+ years of experience working with a data spec or codified data format. Strong preference for GTFS.
• Intermediate proficiency using table-based software (such as MS Excel, Google, Sheets, database languages such as SQL);
• 2+ years of experience working with transit scheduling software, transit/municipal planning software, or GIS software (transit-focused a plus);
• 2+ years of experience working in customer support ticketing software;
• Bachelor's degree in a related field or comparable professional experience.
• A passion for public transportation and/or open data

Nice to Haves:

• Special consideration will be provided to those with experience working within a transit agency or those with experience consulting for transit agencies.
• Proficiency in Google Suite, Atlassian Suite (Jira/Confluence), Zendesk or a similar ticketing platform, Github, QGIS, Python

Location:

Ideally, you would be located in the Querétaro region of Mexico We have an office in Querétaro you would be assigned to. Must have the ability to travel internationally to meet with team members primarily based in North America if needed.

Optibus is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws. It is our responsibility at Optibus to provide an inclusive and accessible interview experience for all. We will provide reasonable accommodations for all candidates in need of individualised support during the hiring process.