Technical Support Engineer - Night Shift

3 days ago

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Kaseware

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Case Management • Incident Management • Analytics • Information Sharing • RMS

11 - 50

💰 $2M Venture Round on 2018-10

Description

• Job Title: Technical Support Engineer, Night Shift • Location: Remote (USA) • Always wanted to see your work make a real impact? As a rapidly growing firm in the law enforcement and corporate security space, we take pride in building a team of game changers, innovators, and thinkers who are driven to help create a platform that allows our customers to save money, time, and even lives. We are looking for a Technical Support Engineer who will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. We are moving forward in the growth of our support team to offer 24/7 operations to our customers, and you will be a part of the team dedicated to the night shift. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. You'll be constantly challenged to learn and innovate while delivering the technology that will change law enforcement and corporate security organizations around the globe. If you thrive in a fast-paced start-up culture, with a passion for delivering new technologies to our customers, we want you to be a part of our team. • Job Type: Full-time, Exempt • Responsibilities and Duties: • 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.

Requirements

• 3-5 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

Benefits

• Competitive salary and bonus program in an entrepreneurial environment. • Excellent health, dental, and vision insurance (70% company paid). • Unlimited paid time off plan plus paid holidays. • Ability to work from home. • 401k with company matching. • Salary Range: $70,000-$80,000/year base salary + 10% differential (extra compensation for working outside of normal business hours).