About the Role
This role is responsible for serving as a trusted technical advisor to customers, ensuring successful implementation and long-term use of software platforms. The individual will diagnose issues, coordinate with internal teams, and travel frequently to client locations to support deployments and resolve challenges.
Responsibilities
- Act as primary technical contact for assigned clients during post-sale implementation and support phases
- Diagnose and troubleshoot software integration and performance issues
- Collaborate with engineering, support, and product teams to resolve customer-reported problems
- Travel to customer sites to support onboarding, configuration, and issue resolution
- Document technical issues and track resolution progress
- Provide feedback from customers to product and development teams
- Assist in planning and executing software upgrades and migrations
- Monitor customer health metrics and proactively identify risks
- Deliver technical training and knowledge transfer sessions
- Coordinate responses during critical incidents involving customer systems
- Maintain up-to-date knowledge of software architecture and features
- Translate customer business needs into technical requirements
- Support sales teams with technical insights during renewal cycles
- Ensure adherence to service level agreements and support timelines
- Escalate complex technical issues using defined internal processes
- Track and report on customer usage patterns and system performance
- Facilitate communication between non-technical stakeholders and engineering staff
- Assist in root cause analysis for recurring technical problems
- Validate fixes and patches in customer environments
- Maintain accurate records in customer relationship management systems
- Follow security and compliance protocols during on-site engagements
- Adapt communication style for technical and executive audiences
- Stay current with industry trends impacting customer operations
- Contribute to internal knowledge base articles and documentation
- Support post-implementation optimization initiatives
Nice to Have
- Experience in law enforcement or public safety technology
- Working knowledge of Kubernetes or containerized environments
- Familiarity with data privacy regulations such as GDPR or CCPA
- Certifications in cloud platforms (AWS, Azure, GCP)
- Background in software development or systems engineering
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid with required travel
Team
Part of a customer-facing engineering team supporting complex software deployments
What You’ll Do
- Serve as a technical liaison between customers and internal teams
- Travel to client locations to support deployment and troubleshooting
- Diagnose and resolve software issues in complex environments
- Provide actionable insights to improve product usability
- Ensure customers achieve maximum value from their software investment
Who You Are
- A technically proficient communicator who thrives in customer-facing roles
- Detail-oriented with a methodical approach to problem solving
- Comfortable traveling frequently and adapting to different work settings
- Driven to understand both the technical and operational needs of clients
- Proactive in identifying risks and recommending solutions
Available for qualified candidates
