Technical Support Engineer

Job Title: Technical Support Engineer

Location: Lansing, Michigan (Hybrid)

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
• Travel to and work at the client site for at least 2-3 days per week (client located in Dimondale, Michigan)

Required Experience/Education:

• 3-5 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
• Work will require supporting the clients on dedicated shifts, which will include weekends and could include night shift (for coverage when dedicated night shift team is out of the office)

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.