Qualifications
Responsibilities and Duties:Own customer-reported issues and ensure resolutionResearch, diagnose, troubleshoot, and identify solutions for customer problemsFollow established procedures for escalating unresolved issues to the appropriate internal teamsProvide timely and accurate feedback to customersDocument all issues properly and ensure their closurePrepare and submit accurate reports promptlyCreate and maintain knowledge base tech notes and articlesAdhere to SLAs based on issue severityOffer support to clients outside standard business hours as needed, under a shift scheduleRequired Experience/Education:4-6 years of experience in a customer-centric role with strong technical knowledge of company products and servicesBachelor’s Degree in Technology, Computer Science, or a related fieldRequired Skills:Exceptional problem-solving abilitiesStrong client-facing communication skillsOutstanding written and verbal communication capabilitiesA collaborative spirit to work well within a small, agile teamA genuine passion for technology and a drive to create high-quality solutions
About the job
Job Title: Technical Support Engineer
Location: Denver, CO - Hybrid
Are you ready to make a meaningful impact with your work? Join Kaseware Inc., a dynamic company at the forefront of law enforcement and corporate security solutions. We pride ourselves on fostering a team of innovators and problem solvers who are dedicated to developing a platform that helps our clients save time, money, and even lives. We are searching for a passionate Technical Support Engineer to research, diagnose, troubleshoot, and resolve customer issues efficiently. You will engage with various systems, software, and hardware while adhering to standard protocols for escalating unresolved issues to the appropriate internal teams. Embrace the challenge of learning and innovating as you deliver cutting-edge technology to transform law enforcement and corporate security worldwide. If you thrive in a fast-paced startup environment and are eager to bring new technologies to our clients, we want you on our team!
Note: This position requires supporting clients on dedicated shifts, which currently consist of 10-hour shifts for 4 days a week (schedule subject to change), including weekends and night shifts when necessary. Denver-based candidates will work in a hybrid model, allowing for 2 days of remote work per week.
About Kaseware Inc.
Kaseware Inc. is a pioneering company in the law enforcement and corporate security sectors, dedicated to delivering innovative solutions that save time, resources, and lives. We are committed to building a team of forward-thinking professionals who are excited about leveraging technology to create impactful change.
