Responsibilities 

• Lead in diagnosing and resolving complex software issues involving web and Windows-based applications, relational databases, and client environments. 

• Handle critical or escalated support cases, identifying root causes and driving long-term solutions. 

• Perform deep data analysis using SQL and other tools to support investigations and validate fixes. 

• Serve as a mentor to Tech Support Analysts I and II by providing guidance, training, and support in resolving technical issues. 

• Contribute to the development of internal knowledge bases and troubleshooting documentation. 

• Lead by example in customer service, communication, and technical skill development. 

• Act as a liaison between support, engineering, QA, and product teams to ensure timely resolution of high-impact issues. 

• Build strong, trust-based relationships with law enforcement and traffic safety professionals. 

• Help translate complex technical concepts into clear explanations for non-technical users. 

• Monitor system logs, alerts, and performance metrics to proactively identify and resolve issues. 

• Provide recommendations for improving system stability, efficiency, and user experience. 

• Assist in testing updates, patches, and enhancements before deployment to production environments. 

• Collaborate with developers and engineers in an agile setting to address bugs, optimize workflows, and contribute to product evolution. 

• Take ownership of special projects or initiatives related to system enhancements or support process maturity. 

Requirements 

• 4+ years of experience in technical support, application support, or related IT role 

• Proficient with troubleshooting .NET applications and working with Microsoft SQL Server 

• Advanced knowledge of Windows server environments, remote access tools, and incident management systems 

• Exceptional problem-solving and communication skills 

• Ability to prioritize and lead under pressure in a fast-paced, customer-facing environment 

• Comfortable working in a hybrid setting (3 days onsite in Martinsville, IN) 

Preferred Qualifications 

• Experience mentoring or leading support teams 

• Familiarity with law enforcement, public safety systems, or government IT environments 

• Experience participating in agile software development teams 

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