Incident & Service Support Agent

Knowmadics, Inc • Herndon, VA

3d

About The Position

The Incident & Service Support Agent is a mission-critical member of our 24/7/365 operations center, responsible for front-line emergency monitoring, non-emergency issue management, and product-level support. This position combines real-time response responsibilities with technical support and product validation, forming the backbone of customer engagement and system reliability.

Requirements

• High School Diploma
• Eligible to obtain a US Security Clearance - US Citizenship required.
• Flexible availability to support 24/7/365 operations, including twelve-hour shift rotations.

Nice To Haves

• Prior experience in public safety communications, emergency response, watch desk, and fusion center highly desirable.
• Military veterans and public safety professionals are strongly encouraged to apply.

Responsibilities

• Monitor and respond to 360 Aware SOS alerts, providing immediate triage and executing workflow procedures for emergency events.
• Handle non-emergency issue management in alignment with customer service level agreements.
• Track, document, and communicate incident status in real time across internal systems and stakeholders.
• Operate as a Level 1 support agent through Jira-based customer service desks.
• Triage and document bugs, user-reported issues, and technical irregularities.
• Provide basic technical support and troubleshooting guidance.
• Perform product validation testing based on field reports and system performance.
• Support Jira data QA to ensure clarity and accuracy.
• Assist with live product demonstrations, ensuring operational readiness and smooth delivery.
• Support demonstration logistics and system performance monitoring.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED