Technical Customer Support
Skills
Customer Relationship ManagementData PrivacyDatabasesNetworkingProwessRMSRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Bachelor's Degree
- 3+ years of technical customer support experience
- Ability to obtain background clearance required by government customer
- Legal authorization to work in the U.S. indefinitely
- MS SQL Server experience for relational database performance analysis
- MS Windows Server experience for configuration deployment and OS troubleshooting
- Network infrastructure knowledge including firewall router and basic networking configurations
- Technical communication skills to explain complex investigations clearly
- Ticketing system experience to manage case lifecycles
- Ability to work independently in time-sensitive settings
Nice to have
- Public safety focus
- Collaborative mindset
- High accountability
- Detail-oriented
- Adaptable
Day to day
- Troubleshoot sophisticated public safety application suites and resolve software incidents by identifying root causes.
- Gather precise application data and partner with Engineering to support code fixes and defect classification.
- Implement customer configuration workflows and collaborate across Support Product Management Engineering and Customer Success to keep mission-critical systems running.
- Participate in an on-call rotational schedule to provide responsive support during off-hours for high-stakes software systems.