Support Engineer - Canada

March 3

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First Due

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First Due is a leading AI-powered software solution designed specifically for Fire and EMS agencies, offering a comprehensive platform to manage their operations effectively. The company provides a wide range of integrated functions including incident reporting, personnel management, asset tracking, and data analytics, all accessible from a single cloud-based interface. This innovative solution not only enhances operational efficiency but also promotes inter-agency collaboration and community engagement, making it an essential tool for modern public safety management.

51 - 200 employees

Founded 2016

🤖 Artificial Intelligence

☁️ SaaS

📋 Description

• This is a remote position. • First Due, an industry-leading public safety technology company, is seeking a skilled, empathetic and solutions-oriented Support Engineer to provide First Due customers with best-in-class support. • Customers using First Due are transforming how they function, before, during and after an incident - ultimately leading to better decisions and a safer community. • This role will support Canadian customers, so Canadian residency is preferred but not a requirement. • As a First Due Support Engineer, you will: • Answer and respond to incoming customer phone calls, emails, or portal tickets • Provide professional and helpful technical support to customers via phone, chat, and tickets • Meet corporate SLAs • Prioritize and manage multiple open tasks at one time • Identify scope and priority of items under review • Utilize available resources to resolve customer issues • Logically troubleshoot, resolve, and document technical issues related to our software products • Collaborate with cross-functional teams to deliver timely resolution of customer issues • Actively contribute to case reduction initiative, ensuring root-cause analysis is carried out where necessary • Stay updated on product features and updates to provide accurate and timely support to clients • Continuously improve and optimize our technical support documentations, processes, and procedures • Facilitates internal and client facing meetings • Document technical knowledge in the form of ticket notes, internal reference documents, and Knowledge Base articles

🎯 Requirements

• 3-5 years of product support and customer service experience • Experience in both voice and non-voice support • Experience in SaaS software product support • Excellent interpersonal, communication and collaboration skills • Experience working on CRM tools & suites like Zoho and Salesforce • Experience with MS SQL is preferred • Experience with public safety software is helpful but not required • Strong technical and problem-solving skills • Ability to articulate simple or complex problems • Ability to work independently or as part of a team • Strong analytical and organizational skills • Demonstrated telephone etiquette

🏖️ Benefits

• Competitive pay • Medical, dental, and vision coverage • FSA/HSA • 401(k) • Flexible PTO • Fully remote workplace • Technology stipend • Opportunities for advancement • Other benefits and perks