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Technical Support Engineer - CaseBuilder - SoundThinking
Software Engineer
Provide expert technical support for the CaseBuilder investigative solution, handling complex user issues, performing root‑cause analysis, and ensuring timely resolution while delivering exceptional customer service and clear documentation.
About the role
Key Responsibilities
- Respond to end‑user inquiries, diagnose technical problems, and resolve issues related to the CaseBuilder platform.
- Capture detailed incident information, reproduce problems, and determine appropriate escalation paths.
- Conduct thorough research and analysis to identify root causes and implement effective work‑arounds or fixes.
- Maintain clear, concise documentation of support cases, solutions, and knowledge‑base articles.
- Collaborate with product and engineering teams to communicate recurring issues and contribute to product improvements.
Requirements
- Proven experience in technical support or help‑desk environments, preferably with investigative or data‑analysis tools.
- Strong troubleshooting and analytical skills with the ability to dissect complex technical problems.
- Excellent written and verbal communication skills, capable of translating technical concepts for non‑technical users.
- Detail‑oriented, proactive, and able to manage multiple support tickets efficiently.
- Familiarity with issue‑tracking systems and documentation best practices.