Technical Support Technician

This is a fully remote position, open to applicants in Arizona, +3 more states.

📋 Description

• Set up and provide support for intricate hardware and software systems utilized in public safety customer environments.

• Address critical customer concerns received through phone, email, and web portal communications.

• Work collaboratively with various technical teams to optimize workflows and deliver quick, high-quality solutions.

• Diagnose and analyze issues related to system-level software, networking, and third-party components.

• Determine root causes of application failures and apply corrective actions.

• Ensure continuous operational availability for both local and remote customer implementations.

• Share insights on application behavior and database performance with internal engineering teams.

• Engage in a rotational on-call schedule for after-hours emergency system recovery.

⛳️ Requirements

• A Bachelor's degree or a minimum of 3 years of relevant experience.

• Capability to obtain necessary background clearance as mandated by government clients.

• Legal authorization for indefinite work in the U.S. is required.

• This position does not offer employer work permit sponsorship.

• Willingness to work during nights, weekends, and holidays.

• Participation in rotational on-call duties.

• Experience in configuring and maintaining MS SQL Server and MS Windows Server environments.

• Proficient in performance analysis using MS Ops Manager and desktop operating systems.

• Skilled in network and infrastructure troubleshooting, including basic routing, firewalls, and security protocols.

• Ability to identify, isolate, and resolve complex software and hardware issues.

• High level of professionalism in engaging with clients and managing customer relationships.

• Preferred expertise in Advanced PremierOne Application Suite or similar high-availability public safety platforms.

• Familiarity with F5 Load Balancers and Fortigate firewalls is preferred.

• Knowledge of relational database query writing, optimization, and SQL Server indexing is preferred.

• Must successfully complete a stringent fingerprint background check in accordance with the CJIS Security Policy.

🏝️ Benefits

• Incentive Bonus Plans.

• Medical, Dental, and Vision benefits.

• 401K with Company Match.

• 10 Paid Holidays.

• Generous Paid Time Off Packages.

• Employee Stock Purchase Plan.

• Paid Parental & Family Leave.

• Referral Payment Plan.

• Remote work opportunities within the United States.

• Travel requirements are under 10%.

• No relocation assistance is provided.