The Technical Support Engineer will research, diagnose, troubleshoot, and resolve customer issues in a timely manner while working with various systems, software, and hardware. This role is essential in supporting law enforcement and corporate security clients using Kaseware's platform, requiring ownership of issues through resolution and collaboration across teams in a fast-paced startup environment.
What You'll Do
- Take ownership of customer issues reported and see problems through to resolution
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Prepare accurate and timely reports
- Document knowledge in the form of knowledge base tech notes and articles
- Follow SLAs for issues with respect to the severity
- Provide support to clients outside standard business hours as required, as part of a shift schedule
What We're Looking For
- 4-6 years of proven experience in a heavy customer focus position involving technical knowledge of a company's products and services
- Bachelor’s Degree in Technology, Computer Science, or a related field
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- The ability to work well with a small, agile, highly competent team
- Passion for working with technology and excitement for creating high quality technology products
- Ability to troubleshoot complex software and hardware issues, working both independently and with the support of the customer operations and development teams
- Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs
- Language: English
- Must be able to pass a full CJIS compliant fingerprint based background check
- U.S. Citizens and those authorized to work in the U.S. are encouraged to apply
Nice to Have
- Working knowledge/experience of operating systems, web services, databases, cloud environments (Azure/AWS), SQL, and APIs
- Experience with scripting languages
- Experience managing/mentoring other team members
Technical Stack
- Zendesk
- remote access desktop programs
- operating systems
- web services
- databases
- cloud environments (Azure/AWS)
- SQL
- APIs
- scripting languages
Team & Environment
- Team size: small
- Structure: agile
Benefits & Compensation
- Competitive salary of $75,000-$90,000/year and bonus program in an entrepreneurial environment
- Excellent health, dental, and vision insurance with generous company contribution
- Flex Spending Accounts
- Unlimited paid vacation
- 12 paid company holidays
- Paid Sick Time
- Paid Parental Leave
- 401k with company matching
- EcoPass provided for Colorado-based employees
Work Mode
- Hybrid role based in Denver, CO
- WFH 2 days per week, 10 hour shifts x 4 days per week, may include weekends and night shifts
U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.
