Role Overview
We're looking for a skilled Technical Support Engineer to help maintain and improve our technology platform used by law enforcement and security organizations. In this role, you'll be the first point of contact for customer-reported technical issues, responsible for diagnosing problems, guiding resolution, and escalating when necessary. You'll work on a rotating shift schedule that includes nights and weekends, ensuring reliable support for clients when they need it most.
Key Responsibilities
- Own technical support tickets from initiation through resolution, ensuring timely and accurate responses
- Diagnose and resolve complex software, hardware, and system integration issues
- Escalate unresolved cases to internal engineering or development teams using defined protocols
- Deliver clear, professional updates to clients and document solutions for future reference
- Maintain accurate records in support systems and adhere to service level agreements
- Contribute to a growing knowledge base by writing technical articles and support documentation
- Generate reports on support metrics and case trends as needed
- Provide after-hours support as part of a scheduled shift rotation
Qualifications
A successful candidate will have 4–6 years of experience in technical customer support, with a demonstrated ability to manage complex technical inquiries. A bachelor’s degree in Computer Science, Information Technology, or a related field is required. You must be skilled in troubleshooting across software, databases, and cloud environments, and be comfortable using help desk platforms such as Zendesk and remote access tools.
Strong written and verbal communication skills are essential, as is the ability to work independently and collaboratively in a fast-moving environment. Candidates must be able to pass a CJIS-compliant fingerprint background check. Only those authorized to work in the U.S. may apply—sponsorship is not available.
Preferred Experience
- Familiarity with operating systems, APIs, SQL, web services, and cloud platforms like AWS or Azure
- Experience with scripting languages
- Previous experience mentoring team members or leading support initiatives
Work Environment
This is a hybrid position based in Denver, CO. Employees may work remotely two days per week. The role follows a four-day, 10-hour shift schedule, which may include weekends and evening hours. The company supports a culture of innovation, accountability, and mission-driven technology development.
Benefits
- Competitive base salary with bonus potential
- Comprehensive medical, dental, and vision coverage with strong employer contributions
- Flexible Spending Account options
- Unlimited paid time off
- 12 paid company holidays
- Paid sick leave and parental leave
- 401(k) plan with company match
- EcoPass for local transit (available to Colorado-based staff)
