Technical Support Professional
About The Position
i2 provides advanced intelligence analysis solutions that help organizations extract actionable intelligence from large volumes of data. Its software supports customers in law enforcement, defense, national security, and commercial sectors, including criminal investigation, fraud detection, and threat analysis. The Technical Software Support Engineer provides technical assistance to end-users of i2 software applications, resolves technical issues, and helps ensure optimal software performance. The role includes direct customer interaction, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality. The successful candidate takes ownership of complex technical and customer-facing issues and works collaboratively within a geographically distributed international support team. This is a remote role with occasional scheduled weekend support coverage. The hiring range is $80,000 to $100,000 USD per year; final compensation depends on experience, skills, market conditions, and internal equity.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent relevant professional experience.
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical abilities.
- Ability to work independently and collaboratively as part of a geographically distributed international team.
- Ability to provide guidance and support to colleagues and promote knowledge sharing and collaborative problem solving.
- Sound judgment, initiative, and confidence when taking ownership of complex technical or customer-facing situations.
- Strong organizational skills and ability to prioritize competing customer and technical requirements.
- Patience and a positive attitude when handling challenging customer situations.
Nice To Haves
- Relevant certifications, such as ITIL or Microsoft Certified.
- Experience in a technical support or help desk role.
- Experience supporting enterprise software applications in complex customer environments.
- Experience with software troubleshooting and diagnostic tools.
- Familiarity with ticketing systems and customer support software, such as Salesforce or JIRA.
- Familiarity with i2 Software.
- Previous experience in a senior, lead, mentoring, or coordinating role in a technical support environment.
- Proficiency with Windows, macOS, and Linux operating systems.
- Knowledge of relational databases such as MS SQL, MS Access, DB2, Postgres, or Oracle.
- Understanding of networking fundamentals and protocols.
- Ability to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments.
Responsibilities
- Respond promptly and professionally to customer inquiries by phone, email, and chat.
- Diagnose and troubleshoot issues reported by end-users, providing step-by-step assistance with application problems.
- Support enterprise software applications across complex customer environments.
- Identify, document, and resolve software bugs and issues.
- Own complex or escalated technical issues and coordinate with Development, QA, and Product teams to drive resolution.
- Escalate issues to higher-level support or development teams when necessary.
- Follow up with customers to confirm issues are resolved and provide regular support-ticket status updates.
- Handle support requests courteously and efficiently to maintain customer satisfaction.
- Document support requests, troubleshooting steps, resolutions, customer interactions, and support activities in the ticketing system.
- Create and update knowledge base articles and technical documentation for internal and external use.
- Work with Development, QA, and Product teams to provide feedback on recurring issues and suggest improvements.
- Participate in team meetings and training sessions to stay current on features, tools, and best practices.
- Help coordinate day-to-day team activities when required to maintain customer coverage and prioritize support requests.
- Guide and support colleagues, encouraging knowledge sharing and collaborative problem solving.
- Identify trends in support requests and recommend ways to improve software performance and user experience.
- Stay current with industry trends, software updates, and support best practices.
- Contribute to the development of team processes, technical knowledge, and support practices.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
