First Due · 1 week ago
Support Engineer II
United States
Full-time
Remote
Mid Level
4+ years expFirst Due is an industry-leading public safety technology company, seeking a skilled and solutions-oriented Support Engineer to provide best-in-class support to their customers. The role involves responding to customer inquiries, troubleshooting technical issues, and collaborating with teams to ensure timely resolution of problems.
Enterprise SoftwarePublic SafetySaaSSoftwareSubscription Service
No H1B
Responsibilities
Answer and respond to incoming customer phone calls, emails, or portal tickets
Provide professional and helpful technical support to customers via phone, chat, and tickets
Meet corporate SLAs
Prioritize and manage multiple open tasks at one time
Identify scope and priority of items under review
Utilize available resources to resolve customer issues
Logically troubleshoot, resolve, and document technical issues related to our software products
Collaborate with cross-functional teams to deliver timely resolution of customer issues
Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary
Stay updated on product features and updates to provide accurate and timely support to clients
Continuously improve and optimize our technical support documentations, processes, and procedures
Facilitate internal and client facing meetings
Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles
Qualification
Required
3-5 years of product support and customer service experience
Experience in both voice and non-voice support
Experience in SaaS software product support
Excellent interpersonal, communication and collaboration skills
Experience working on CRM tools & suites like Zoho and Salesforce
Strong technical and problem-solving skills
Ability to articulate simple or complex problems
Ability to work independently or as part of a team
Strong analytical and organizational skills
Demonstrated telephone etiquette
Preferred
Experience with MS SQL is preferred
Experience with public safety software is helpful but not required
Benefits
Competitive pay
Medical, dental, and vision coverage
FSA/HSA
401(k)
Flexible PTO
A fully remote workplace
A technology stipend
Opportunities for advancement
Other benefits and perks that sets our team apart
Company
First Due
First Due is a software platform that revolutionizes fire and EMS records management by unifying the entire operation in a single system.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$356.77MKey Investors
JMI EquityNew York Angels
2025-08-05Private Equity· $355M
2021-07-01Series Unknown
2020-06-17Seed
Leadership Team
Andreas Huber
Co-Founder & CEO
Rami El-choufani
Co-Founder, COO & Head of Product
Recent News
Government Technology US
2025-10-31
Government Technology US
2025-10-03
Company data provided by crunchbase