Technical Support Engineer

Responsibilities

• 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

Requirements

• 4-6 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' 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
• The 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

Qualifications

• 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

Skills

• 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
• The 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

Benefits

Salary Range: $75,000-$90,000/year DOE

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 - no vesting period

EcoPass provided for Colorado-based employees

About Kaseware

Kaseware is a dynamic start-up company located in the Denver metro area. We build state-of-the-art software for law enforcement and corporate security customers. We serve those that serve our communities and make our world safer.

Other Requirements

• Language: English

Other Desirable Skills

• 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

Other Information

• Due to the nature of our business, you must be able to pass a full CJIS compliant fingerprint based background check, which is required for individuals needing access to criminal justice information (CJI).
• We are unable to sponsor at this time.
• We expect this role to be open until August 31st, 2026 or until filled.