Support Engineer

TRULEO•Greenville, SC

About The Position

TRULEO is seeking a technically-minded Support Engineer to manage the operational success of its connectors and AI agents. This role involves working directly with customer IT teams to deploy, support, and optimize the TRULEO platform. Responsibilities range from onboarding new agencies and monitoring connector health to troubleshooting technical issues, ensuring customers maximize the platform's benefits. The Support Engineer acts as a technical liaison between Customer Success and Engineering. This position is suited for individuals who excel at solving technical problems, engaging with customers, and enhancing operational processes. While not involved in developing new connectors or writing production software, the role encompasses all aspects of successful deployment, maintenance, and support.

Requirements

Experience in Technical Support, Support Engineering, Solutions Engineering, Systems Administration, Implementation, or a similar customer-facing technical role.
Strong troubleshooting and problem-solving skills.
Experience working directly with customer IT departments.
Familiarity with Windows administration, networking fundamentals, authentication, permissions, and enterprise software deployments.
Excellent communication and organizational skills.
Ability to manage multiple customer implementations simultaneously.
Comfortable working in a fast-paced startup environment.
Experience with Jira or similar ticketing systems.

Nice To Haves

Experience deploying on-premise or hybrid enterprise software.
Experience with Windows Server, Active Directory, virtual machines, SSO, and networking.
Experience supporting SaaS products.
Familiarity with public safety, law enforcement, CJIS, or government technology environments.
SQL, scripting, or automation experience.
Experience working with AI-powered software.

Responsibilities

Lead customer onboarding for TRULEO connectors and AI agents from planning through production deployment.
Coordinate with customer IT teams to install agents, configure environments, provision accounts, and validate access.
Troubleshoot installation, networking, authentication, and configuration issues.
Validate customer credentials and resolve deployment blockers quickly.
Monitor connector health and proactively resolve outages, expired credentials, and infrastructure issues.
Follow up with customer IT teams to remediate offline systems and maintain reliable integrations.
Configure AI workflows, prompts, reports, and customer-specific settings using existing TRULEO capabilities.
Work directly with customers to optimize their deployments and improve AI performance.
Track customer deployments and technical issues through Jira and internal operational tools.
Escalate engineering issues with complete technical documentation while independently resolving operational issues whenever possible.
Identify opportunities to improve processes and automate repetitive operational work.