Technical Support Engineer

Job Title: Technical Support Engineer
Location: Local, In-Office, Hybrid Schedule
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
Required Experience/Education:
4-6 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
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: $(phone number removed)/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.