Technical Software Support Engineer Job Specification

i2 provides advanced intelligence analysis solutions that help organizations extract actionable intelligence from large volumes of data. i2 software supports customers across law enforcement, defense, national security, and commercial sectors in areas including criminal investigation, fraud detection, and threat analysis.

Job Summary: The Technical Software Support Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality.

The successful candidate will be an experienced support professional who is comfortable taking ownership of complex technical and customer-facing issues and working collaboratively within a geographically distributed international support team.

Key Responsibilities:

Technical Support:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.
• Support enterprise software applications across complex customer environments.

Issue Resolution:

• Identify, document, and resolve software bugs and issues.
• Take ownership of complex or escalated technical issues, coordinating with Development, QA (Quality Assurance), and Product teams as appropriate to drive issues towards resolution.
• Escalate issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

Customer Service:

• Maintain a high level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are resolved to their satisfaction.

Documentation:

• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.

Collaboration:

• Work closely with development, QA (Quality Assurance), and Product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.
• Support the coordination of day-to-day team activities when required, helping to maintain effective customer coverage and prioritization of support requests.
• Provide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.

Continuous Improvement:

• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates, and support best practices.
• Contribute to the ongoing development of team processes, technical knowledge, and support practices.
• Other duties as assigned.

Qualifications:

Education:

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience. (Essential).
• Relevant certifications (e.g., ITIL, Microsoft Certified) are a plus.

Experience:

• Proven experience in a technical support or help desk role. (Desirable)

• Experience supporting enterprise software applications in complex customer environments. (Desirable)

• Experience with software troubleshooting and diagnostic tools. (Desirable)
• Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA). (Desirable)
• Familiarity with i2 Software. (Desirable)
• Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment. (Desirable)

Technical Skills:

• Proficiency in operating systems (Windows, macOS, Linux). (Desirable)
• Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres, or Oracle) (Desirable)
• Understanding of networking fundamentals and protocols. (Desirable)

• Ability to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments. (Desirable)

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.

• Ability to work independently and collaboratively as part of a geographically distributed international team.
• Ability to provide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.
• Demonstrates sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations.
• Strong organizational skills with the ability to prioritize competing customer and technical requirements.

• Patience and a positive attitude when dealing with challenging customer situations.

Work Environment:

• Remote work environment.

• The role requires participation in scheduled weekend support coverage on an occasional basis.

Salary Range:

The hiring range for this role is $80,000 to $100,000 USD per year. Final compensation will be based on experience, skills,  market conditions, and internal equity.