Technical Support Specialist
Core
Provide expert application and technical support for law enforcement customers, serving as a trusted advisor to help agencies maintain, configure, and optimize mission-critical software applications.
Role type
Technical Support Specialist (Law Enforcement Solutions)
Builds
Law enforcement software applications and related systems for government and enterprise customers
Domain
Public Safety / Law Enforcement Technology
Deliverable
client delivery
Required skills
Troubleshooting, diagnostic, and problem-solving skills; Software installation and configuration; Records Management Systems (RMS) knowledge; Networking technologies (VPNs); Training and presentation skills
Preferred skills
Experience supporting Police Records Management Systems (RMS) or similar public safety applications; Military experience
Technologies
Microsoft Office, Windows-based business applications, HTML, XML, VPNs, COMM server, DORS, RAR, Command Center applications
Responsibilities
Respond to customer inquiries and service requests via email and other support channels; Configure customer environments using administrative software tools; Investigate and resolve data export and application-related issues; Handle escalated customer service and technical support cases; Assist customers with software installation, configuration, and training activities; Develop and maintain training materials; Partner with Engineering and Sales teams to streamline support processes
Seniority
Mid-level, hands-on IC