Experienced Technical Support Engineer for Night Shift Operations – Remote Opportunity in Law Enforcement and Corporate Security Technology

Introduction to Kaseware

Kaseware is a pioneering startup in the law enforcement and corporate security space, dedicated to creating cutting-edge software solutions that empower our customers to save time, money, and lives. As a rapidly growing firm, we take pride in assembling a team of visionary thinkers, innovators, and game-changers who share our passion for delivering impactful technology. We are now seeking a highly skilled and motivated Technical Support Engineer to join our night shift operations, providing 24/7 support to our valued customers.

Job Overview

As a Technical Support Engineer on our night shift team, you will play a vital role in researching, diagnosing, troubleshooting, and resolving customer issues in a timely and accurate manner. You will work closely with various systems, software, and hardware, following standard procedures to escalate unresolved issues to the appropriate internal departments. Your expertise will be instrumental in delivering exceptional customer experiences, driving customer satisfaction, and contributing to the growth and success of our organization.

Key Responsibilities

• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Providing prompt and accurate feedback to customers
• Ensuring proper recording and closure of all issues
• Preparing accurate and timely reports
• Documenting knowledge in the form of knowledge base tech notes and articles
• Following SLAs for issues with respect to the severity
• Providing support to clients outside standard business hours

Requirements and Qualifications

To be successful in this role, you should possess:

• 3-5 years of proven experience in a heavy customer-focused position involving technical knowledge of a company's products and services
• A Bachelor's Degree in Technology, Computer Science, or a related field
• Strong problem-solving skills
• Excellent client-facing skills
• Excellent written and verbal communication skills
• The ability to work well with a small, agile, highly competent team
• Passion for working with technology and excitement for creating high-quality technology products
• Ability to troubleshoot complex software and hardware issues, working both independently and with the support of the customer operations and development teams
• Comfortable working in and assisting others through company help desk software, such as Zendesk, in addition to other remote access desktop programs

Desirable Skills and Experience

• Working knowledge/experience of operating systems, web services, databases, cloud environments (Azure/AWS), SQL, and APIs
• Experience with scripting languages
• Experience managing/mentoring other team members

What We Offer

In return for your skills and experience, we offer a competitive salary and bonus program in an entrepreneurial environment, with a salary range of $70,000-$80,000/year base salary + 10% differential (extra compensation for working outside of normal business hours). You will also enjoy:

• 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

Company Culture and Work Environment

At Kaseware, we pride ourselves on our dynamic and innovative work environment. As a remote team, we foster a culture of collaboration, open communication, and mutual respect. We believe in empowering our employees to take ownership of their work, providing opportunities for growth and development, and recognizing individual contributions to our shared success.

Career Growth and Development

As a Technical Support Engineer at Kaseware, you will have access to a wide range of training and development opportunities, including:

• Ongoing technical training and certification programs
• Mentorship and coaching from experienced professionals
• Opportunities for career advancement and professional growth
• Participation in industry conferences and events

How to Apply

If you are a motivated and skilled Technical Support Engineer looking for a new challenge, please submit your application today. We encourage U.S. citizens and those authorized to work in the U.S. to apply. Due to the nature of our business, you must be able to pass a full CJIS compliant fingerprint-based background check, which is required for individuals needing access to criminal justice information (CJI).

Join Our Team!

This is a fantastic opportunity to grow your career with a dynamic and innovative company. If you have the skills and passion we're looking for, please submit your application today and take the first step towards an exciting and rewarding career with Kaseware.

Apply Now