SoundThinking · 12 hours ago
Technical Support Engineer
Tucson, AZ
Full-time
Hybrid
Senior Level
5+ years expSoundThinking is seeking a curious, self-starting professional for an individual contributor role focused on troubleshooting, service, support, research, and analysis using their investigative solutions products. The role involves providing technical support to end-users, resolving issues, and maintaining expert knowledge of applications to ensure effective issue resolution.
Public Safety
No H1B
U.S. Citizen Only
Responsibilities
Provide technical support to end-users by answering technical questions, resolving reported issues, and properly capturing the reported issue for follow up or escalation
Run diagnostics to resolve customer reported issues
Document the step-by-step process for issue reproduction
Troubleshoot reported incidents/cases
Generate written notifications and communications with customers in response to issues
Effectively perform on-call duty and provide after hours support to the customers
Maintain an expert knowledge of the applications to be able to perform issue triage, diagnosis, resolution, address any user errors, and effective escalation to upper tiers
Manage Help Desk tickets in a timely manner
Perform QA testing
Carry out other duties, as assigned
Qualification
Required
Ability to pass and maintain Law Enforcement (CJIS) Background required
Excellent verbal and written communication skills, including effective follow up and follow through on customer issues and internal assignments
Excellent troubleshooting skills, and ability to define the problem, isolate the symptoms and perform root cause analysis and recommend solutions
Strong multi-tasking ability; must be able to work on multiple issues and working across several time zones
Working knowledge of database mechanics, schemas, and queries
Working knowledge of CRM systems such as Salesforce, JIRA, etc
Prior experience with law records solutions strongly desired
5+ years of experience in the customer service/success technical support field
Must be available to be part of an on-call rotation schedule
Availability to work a swing‑shift schedule (2:00 PM–9:00 PM EST, Sunday–Thursday) is required
Preferred
Preferably previous AI experience or be eager to learn and employ AI tools to job-related responsibilities
Company
SoundThinking
SoundThinking, Inc.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Laura B. Golden
Executive Assistant to CEO and CFO
Robert Showen
Founder & Chief Scientist
Recent News
2024-02-20
Company data provided by crunchbase