Technical Support Engineer for CaseBuilder

• 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
• Troubleshoot reported incidents/cases including but not limited to APIs, Authentication/SSO, data discrepancies, and application issues.
• 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

Do you have experience in Research?, 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. This position requires strong follow-up skills, excellent customer service, and effective written and verbal communication. The ideal candidate is proactive, detail-oriented, and able to analyze and resolve complex issues., * 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
• Excellent 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.

2.32.3 out of 5 stars Iselin, NJ Hybrid work $65,000 - $73,000 a year - Full-time, Compensation: At SoundThinking, we are committed to equitable compensation practices and consider a variety of factors, including skills, experience, and work location. 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.