Remote L3 Support Engineer

Summary

Join our team as an L3 Support Engineer and provide technical expertise to resolve complex issues, collaborate with cross-functional teams, and maintain accurate documentation. You will directly influence customer outcomes and serve an outstanding user base.

Requirements

• Bachelor’s degree in computer science, Engineering, or a related field
• 3-5 years or more relevant experience in technical support or a similar role
• Strong problem-solving skills and the ability to think analytically
• Excellent communication skills, both written and verbal
• Ability to work independently and collaboratively in a fast-paced environment
• Experience with one or more technology platforms, such as cloud computing, networking, or software development
• Strong alignment with our mission of helping law enforcement and the communities they serve
• 3+ years of SaaS enterprise-level customer support experience
• Experience with Salesforce, Zendesk, Jira, and other support tools
• Creative approaches to solving tough problems while driving customer satisfaction
• Proficiency in operating systems (e.g., Windows, Linux), network protocols, and hardware components
• Familiarity with ITIL or other IT service management frameworks
• Certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Systems Engineer (MCSE), or equivalent are a plus

Responsibilities

• Investigate and resolve escalated technical issues
• Serve as a subject matter expert in specific areas of technology, software, or hardware
• Lead the resolution of high-impact incidents by coordinating efforts across teams
• Maintain detailed documentation of technical issues, resolutions, and troubleshooting procedures
• Set up and manage monitoring systems to proactively detect and respond to issues
• Provide excellent customer service to end-users
• Collaborate with cross-functional teams to identify and resolve critical customer issues
• Maintain accurate documentation of troubleshooting steps and solutions
• Continuously improve product knowledge and stay up to date with the latest industry trends
• Participate in on-call rotations to provide 24/7 support to customers
• Engage heavily in the major and minor release process
• Mitigate and handle support escalations
• Work with the Training team to help enhance self-service support processes

Benefits

Health insurance