Technical Support Engineer

Shotspotter

22d

About The Position

An individual contributor role responsible for troubleshooting, service and support, research, and analysis for our customers with the use of SoundThinking products. Investigates, creates, analyses, and delivers gunshot performance data reports in written format to customers. Supports ShotSpotter, ResourceRouter, PlateRanger, SafePointe and other products as needed.

Requirements

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 symptoms, perform root cause analysis, and recommend solutions
Must be highly data driven and be able to analyze the data and generate meaningful information from the data.
Strong multi-tasking ability; must be able to work on multiple reports and engagement projects at once, working across several time zones, law enforcement agencies, attorneys, salespeople and markets perhaps all on the same day
Working knowledge of SQL queries, writing queries, etc.
Strong working knowledge of CRM systems such as Salesforce, NetSuite, JIRA, Confluence, etc.
Working knowledge of Google Earth, arc map, ESRI data tools, etc.
Expert level knowledge of MS Office suite
Working knowledge and expertise with on-line tools, intranets, wikis, report writers, etc.
Passionate about and committed to quality customer service
Attention to details and accuracy
Light to Moderate travel may be required, 5%-10%
Must be able and willing to work after-hours and alternative shifts, if necessary
Must be able to work on a consistent schedule, which may include weekends and/or holidays as part of the regular shift; Tuesday - Saturday, 12pm - 9pm PST Sunday/Monday off.

Nice To Haves

Knowledge of audio and acoustic characteristics preferred
Familiarity with law enforcement best practices is nice to have but not required
5+ years of experience in the customer service/success technical support field desired but not required
Preferably previous AI experience or be eager to learn and employ AI tools to job-related responsibilities.

Responsibilities

Provide end user support for technical issues reported with our end user applications and services, investigate questions from customers, generate customer reports and triage and repair any system issues with other teams within SoundThinking
Provide investigative and consultative support for support cases including gunshot incidents and SafePointe alerts
Compose Technical Support Bulletins and communicate proactively with customers regarding upcoming service and support issues
Generate written notifications and communications with customers in response to issues
Monitor all SoundThinking systems status and report errors, faulty equipment, and other system problems
Maintain activity logs relative to system performance, and other system metrics
Maintain liaison with law enforcement agencies and provide additional incident information efforts by acquiring, minimizing, searching and producing electronic forensic evidence for legal counsel and possibly serving as an expert witness as needed
Log all relevant customer support incidents in ticket tracking system
Follow case management procedures including updating tickets, updating customers, escalating issues and work as a team to coordinate resources to resolve an issue
Perform on-call duty and provide after-hours support to the customers, Incident Review Center, and the Alert Review Center.