Technical Support Engineer Jobs

SoundThinking, Inc. (Nasdaq: SSTI) is a leading public safety technology company that combines transformative solutions and strategic advisory services for law enforcement and civic leadership. We are trusted by more than 250 customers and 2,000 agencies to drive more efficient, effective, and equitable public safety outcomes, making communities healthier. Our SafetySmart™ platform includes ShotSpotter®, the leading acoustic gunshot detection system, CrimeTracer™, the foremost law enforcement search engine, CaseBuilder™, a one-stop investigation management system, and ResourceRouter™, software that directs patrol and community anti-violence resources to help maximize their impact. SoundThinking has been designated a Great Place to Work® Company.

Summary

Individual contributor role responsible for troubleshooting, service and support, research and analysis for our customers with the use of ShotSpotter gunshot detection technology. Investigates, creates, analyses and delivers gunshot performance data reports in written format to customers.

Essential Responsibilities

• Monitor acoustic surveillance systems status and report errors, faulty equipment, and other system problems
• Generate written notifications and communications with customers in response to issues
• Maintain liaison with responding law enforcement agencies and provide additional incident information efforts by acquiring, minimizing, searching and producing electronic forensic evidence for legal counsel and possibly serving as an expert witness as needed
• Log all relevant customer support incidents in ticket tracking system
• Follow case management procedures including updating tickets, updating customer, escalating issues and work as a team to coordinate resources to resolve an issue
• Compose Technical Support Bulletins and communicate proactively with customers regarding upcoming service and support issues
• Provide end user support for technical issues reported with our end user applications and services, investigate questions from customer on gunshots reported, generate customer reports and triage and repair any system issues with other teams within SoundThinking
• Effectively perform on-call duty and provide afterhours support to the customers and Incident Review Center
• Provide investigative and consultative support for gunshot incidents
• Maintain activity logs relative to system performance, gunfire incidents, and other system metrics

Minimum Qualifications

• Must be able and willing to work afterhours and alternative shifts, if necessary
• Excellent verbal and written communication skills, including effective follow up and follow through on customer issues and internal assignments
• Fluent English read/write required
• Knowledge of audio and acoustic characteristics preferred
• Must be able to obtain expert knowledge of ShotSpotter applications within the next 30 days of employment.
• Working to strong knowledge of LAN/WAN and wireless technologies
• Expert level knowledge of MS Office suite
• Passionate about and committed to quality customer service
• Familiarity with law enforcement best practices is nice to have but not required
• Attention to details and accuracy
• Light to Moderate travel may be required
• 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 reports and engagement projects at once, working across several time zones, law enforcement agencies, attorneys, salespeople and markets perhaps all in the same day
• Must be highly data driven and be able to analyze the data and generate meaningful information from the data.
• Working knowledge of Google Earth, arc map, ESRI data tools, etc.
• Strong working knowledge of CRM systems such as Salesforce, NetSuite, JIRA, Confluence, etc.
• Working knowledge of SQL queries, writing queries, etc.
• Working knowledge and expertise with on-line tools, intranets, wikis, report writers, etc.
• 5+ years of experience in the customer service/success technical support field desired but not required
• Familiarity with Audacity, Wavelet Sound Explorer, or similar audio analysis tools

Location: Fremont, CA

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

SoundThinking 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, SoundThinking 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.

SoundThinking 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 SoundThinking’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 SoundThinking at +1.510.794.3183 or [email protected] for assistance.