Technical Support Engineer for CaseBuilder

SoundThinking, Inc.•Iselin, NJ

2d•$65,000 - $73,000•Hybrid

About The Position

SoundThinking is seeking a curious, self-starting professional for an individual contributor role focused on troubleshooting, service, support, research, and analysis using our investigative solutions products, specifically CaseBuilder. This position requires strong follow-up skills, excellent customer service, and effective written and verbal communication. The ideal candidate is proactive, detail-oriented, and able to analyze and resolve complex issues.

Requirements

Ability to pass and maintain Law Enforcement (CJIS) Background required
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 the symptoms and perform root cause analysis and recommend solutions
Strong multi-tasking ability; must be able to work on multiple issues and working across several time zones
Working knowledge of database mechanics, schemas, and queries
Working knowledge of CRM systems such as Salesforce, JIRA, etc
5+ years of experience in the customer service/success technical support field
Must be part of an on-call rotation schedule

Nice To Haves

Prior experience with law records solutions strongly desired
Preferably previous AI experience or be eager to learn and employ AI tools to job-related responsibilities.

Responsibilities

Provide technical support to end-users by answering technical questions, resolving reported issues, and properly capturing the reported issue for follow up or escalation.
Act as primary technical liaison between customer, QA, and engineering
Run diagnostics to resolve customer reported issues
Manage and prioritize workload from shared queue based on severity and business impact to meet contractual SLA’s
Document the step-by-step process for issue reproduction
Troubleshoot reported incidents/cases including but not limited to APIs, Authentication/SSO, data discrepancies, and application issues.
Generate written notifications and communications with customers in response to issues
Effectively perform on-call duty and provide after-hour support to the customers
Maintain an expert knowledge of the applications to be able to perform issue triage, diagnosis, resolution, address any user errors, and effective escalation to upper tiers
Manage Help Desk tickets in a timely manner including performing severity-based triage, determining defect vs. configuration or user error and assessing business impact.
Perform QA testing
Build and maintain knowledge base articles
Carry out other duties, as assigned