Technical Support Professional
Core
Provide technical assistance and support to end-users for i2 software applications, resolving issues and ensuring optimal performance.
Role type
Technical Software Support Engineer
Builds
i2 software applications for law enforcement, defense, national security, and commercial sectors
Domain
Intelligence analysis software
Deliverable
client delivery
Required skills
software troubleshooting, operating systems (Windows, macOS, Linux), relational databases (MS SQL, Postgres, Oracle), ticketing systems, networking fundamentals
Preferred skills
ITIL certification, Microsoft certification, experience with i2 Software, senior/lead support experience
Technologies
Salesforce, JIRA, MS SQL, MS Access, DB2, Postgres, Oracle
Responsibilities
Respond to customer inquiries via phone, email, and chat; diagnose and troubleshoot software issues; document support requests and resolutions; collaborate with development and QA teams to resolve bugs; create and update knowledge base articles.
Seniority
Mid-level to Senior, hands-on IC
