Technical Support Engineer

Overview

Sound Thinking 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. 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.

• Provide technical support to end-users by answering technical questions, resolving reported issues, and properly capturing the reported issue for follow up or escalation.
• Run diagnostics to resolve customer reported issues.
• Document the step-by-step process for issue reproduction.
• Troubleshoot reported incidents/cases.
• Generate written notifications and communications with customers in response to issues.
• Effectively perform on-call duty and provide after hours 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.
• Perform QA testing.
• Carry out other duties, as assigned.

• 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 available to be part of an on-call rotation schedule.
• Availability to work a swing‑shift schedule (2:00 PM–9:00 PM EST, Sunday–Thursday) is required.
• Preferably previous AI experience or be eager to learn and employ AI tools to job-related responsibilities.

Travel: 10%

Note:

The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

Sound Thinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Sound Thinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Sound Thinking maintains a drug-free workplace policy.

Sound Thinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Sound Thinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Sound Thinking at  for assistance.

The above salary is based on a good faith estimate made at the time of publication and may be modified in the future. The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.