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    Technical Support Engineer - Denver, United States - Kaseware

    Kaseware
    Kaseware Denver, United States

    3 weeks ago

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    Description

    Job Title:
    Technical Support Engineer

    Location:
    Local, In-Office, Hybrid Schedule
    Always wanted to see your work make a real impact?


    As a rapidly growing firm in the law enforcement and corporate security space, we take pride in building a team of game changers, innovators, and thinkers who are driven to help create a platform that allows our customers to save money, time, and even lives.


    We are looking for a Technical Support Engineer who will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner.

    You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments.


    You'll be constantly challenged to learn and innovate while delivering the technology that will change law enforcement and corporate security organizations around the globe.


    If you thrive in a fast-paced start-up culture, with a passion for delivering new technologies to our customers, we want you to be a part of our team.


    Job Type:
    Full-time, exempt

    Responsibilities and Duties:
    Take ownership of customer issues reported and see problems through to resolution
    Research, diagnose, troubleshoot and identify solutions to resolve customer issues
    Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    Provide prompt and accurate feedback to customers
    Ensure proper recording and closure of all issues
    Prepare accurate and timely reports
    Document knowledge in the form of knowledge base tech notes and articles
    Follow SLAs for issues with respect to the severity
    Provide support to clients outside standard business hours as required

    Required Experience/Education:
    4-6 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
    Bachelor's Degree in Technology, Computer Science, or a related field

    Required Skills:
    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

    Other Desirable Skills:
    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

    Other Requirements:

    Language:
    English


    Benefits:
    Competitive salary and bonus program in an entrepreneurial environment
    Excellent health, dental, and vision insurance (70% company paid)
    Unlimited paid time off plan plus paid holidays
    Ability to work from home (not full time remote, but 1-2 days per week)
    401k with company matching

    Salary Range:
    $70,000-80,000/year


    About Kaseware:
    Kaseware is a dynamic start-up company located in the Denver metro area. We build state-of-the-art software for law enforcement and corporate security customers.

    We serve those that serve our communities and make our world safer.


    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).

    U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor at this time.

    #J-18808-Ljbffr
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