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


U.S. National Base Pay Range: $65,100 - $108,500. Geographic differentials may apply in some locations to better reflect local market rates.






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