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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer for CaseBuilder - **Company:** SoundThinking, Inc. - **Location:** Woodbridge Township, NJ, United States - **Experience:** Expert - **Salary:** $65,000.0 - $73,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, JIRA, User Authentication, Databases, Salesforce.Com - **Published:** June 30, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=e5be11787664d136 ## About the Role 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. ## Description * 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 ## Related Videos - [Hiring AI Native Talents](https://www.wearedevelopers.com/videos/100268-hiring-ai-native-talents) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Debugging in the Dark](https://www.wearedevelopers.com/videos/1658-debugging-in-the-dark) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Prompt Engineering Your Career: AI Agents for Tech Interview Prep](https://www.wearedevelopers.com/videos/100227-prompt-engineering-your-career-ai-agents-for-tech-interview-prep) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Dev Digest 137 - AI'm not sure about this](https://www.wearedevelopers.com/magazine/485-dev-digest-137-ai-m-not-sure-about-this) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [13 AI Tools You Have to Try](https://www.wearedevelopers.com/magazine/219-13-ai-tools-you-have-to-try) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix)