Technical Support Engineer
About The Position
Always wanted to see your work make a real impact? As a rapidly growing firm in the law enforcement and corporate security space, we take pride in building a team of game changers, innovators, and thinkers who are driven to help create a platform that allows our customers to save money, time, and even lives. We are looking for a Technical Support Engineer who will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. You'll be constantly challenged to learn and innovate while delivering the technology that will change law enforcement and corporate security organizations around the globe. If you thrive in a fast-paced start-up culture, with a passion for delivering new technologies to our customers, we want you to be a part of our team. This role requires supporting clients on dedicated shifts (currently 10 hour shifts x 4 days per week, schedule subject to change) which may include weekends as well as night shifts (for coverage when the dedicated night shift team is out of office). Denver-based candidates are expected to work in a hybrid model in which they are permitted to WFH 2 days per week.
Requirements
- 4-6 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
- Bachelor’s Degree in Technology, Computer Science, or a related field
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- The ability to work well with a small, agile, highly competent team
- Passion for working with technology and excitement for creating high quality technology products
- Ability to troubleshoot complex software and hardware issues, working both independently and with the support of the customer operations and development teams
- Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs
Nice To Haves
- Working knowledge/experience of operating systems, web services, databases, cloud environments (Azure/AWS), SQL, and APIs
- Experience with scripting languages
- Experience managing/mentoring other team members
Responsibilities
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow SLAs for issues with respect to the severity
- Provide support to clients outside standard business hours as required, as part of a shift schedule
Benefits
- Competitive salary and bonus program in an entrepreneurial environment
- Excellent health, dental, and vision insurance with generous company contribution
- Flex Spending Accounts
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
