Technical Support Engineer for CaseBuilder
About the role
SoundThinking is seeking a curious, self-starting professional for an individual contributor role focused on troubleshooting, service, support, research, and analysis using our investigative solutions products, specifically CaseBuilder.
Responsibilities
- Provide technical support to end-users by answering technical questions, resolving reported issues, and properly capturing the reported issue for follow up or escalation.
- Act as primary technical liaison between customer, QA, and engineering.
- Run diagnostics to resolve customer reported issues.
- Manage and prioritize workload from shared queue based on severity and business impact to meet contractual SLA’s.
- Document the step-by-step process for issue reproduction.
- Generate written notifications and communications with customers in response to issues.
- Effectively perform on-call duty and provide after-hour support to the customers.
- Maintain an expert knowledge of the applications to be able to perform issue triage, diagnosis, resolution, address any user errors, and effective escalation to upper tiers.
- Manage Help Desk tickets in a timely manner including performing severity-based triage, determining defect vs. configuration or user error and assessing business impact.
- Perform QA testing.
- Build and maintain knowledge base articles.
- Carry out other duties, as assigned.
Qualifications
- Ability to pass and maintain Law Enforcement (CJIS) Background required.
- Excellent verbal and written communication skills, including effective follow up and follow through on customer issues and internal assignments.
- Strong troubleshooting skills, and ability to define the problem, isolate the symptoms and perform root cause analysis and recommend solutions.
- Strong multi-tasking ability; must be able to work on multiple issues and working across several time zones.
- Working knowledge of database mechanics, schemas, and queries.
- Working knowledge of CRM systems such as Salesforce, JIRA, etc.
- Prior experience with law records solutions strongly desired.
- 5+ years of experience in the customer service/success technical support field.
- Must be part of an on-call rotation schedule.
- The position follows a Monday–Friday, 8:00 AM–5:00 PM schedule, with the expectation that hours may shift over time to support broader coverage, including evenings and weekends, as customer demand increases.
- Preferably previous AI experience or be eager to learn and employ AI tools to job-related responsibilities.
- Travel: 10%, including driving into New York City.
- Hybrid Workplace
Benefits
SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Pay
The typical base salary range for this role is $65,000 - $73,000 annually. This range reflects base salary only and does not include bonus, sales incentives, equity, or benefits, where applicable.
Schedule
The position follows a Monday–Friday, 8:00 AM–5:00 PM schedule, with the expectation that hours may shift over time to support broader coverage, including evenings and weekends, as customer demand increases.