Location: Fremont, CA, Headquarters, Iseline New Jersey office, or Washington, DC office

This is an individual contributor role responsible for troubleshooting, service and support, research and analysis for our customers with the use of SoundThinking products. Investigates, creates, analyses and delivers gunshot performance data reports in written format to customers. Supports ShotSpotter, ResourceRouter, PlateRanger, SafePointe and other products as needed.

Essential Duties/Responsibilities

• Provide end user support for technical issues reported with our end user applications and services, investigate questions from customers, generate customer reports and triage and repair any system issues with other teams within SoundThinking
• Provide investigative and consultative support for support cases including gunshot incidents and SafePointe alerts
• Compose Technical Support Bulletins and communicate proactively with customers regarding upcoming service and support issues
• Generate written notifications and communications with customers in response to issues
• Monitor all SoundThinking systems status and report errors, faulty equipment, and other system problems
• Maintain activity logs relative to system performance, and other system metrics
• Maintain liaison with law enforcement agencies and provide additional incident information efforts by acquiring, minimizing, searching and producing electronic forensic evidence for legal counsel and possibly serving as an expert witness as needed
• Log all relevant customer support incidents in ticket tracking system
• Follow case management procedures including updating tickets, updating customers, escalating issues and work as a team to coordinate resources to resolve an issue
• Perform on-call duty and provide after-hours support to the customers, Incident Review Center, and the Alert Review Center
  
  

Minimum Qualifications

• Excellent verbal and written communication skills, including effective follow up and follow through on customer issues and internal assignments
• Fluent English read/write required
• Excellent troubleshooting skills, and ability to define the problem, isolate symptoms, perform root cause analysis and recommend solutions.
• Must be highly data driven and be able to analyze the data and generate meaningful information from the data.
• Strong multi-tasking ability; must be able to work on multiple reports and engagement projects at once, working across several time zones, law enforcement agencies, attorneys, salespeople and markets perhaps all on the same day
• Working knowledge of SQL queries, writing queries, etc.
• Strong working knowledge of CRM systems such as Salesforce, NetSuite, JIRA, Confluence, etc.
• Knowledge of audio and acoustic characteristics preferred
• Working knowledge of Google Earth, arc map, ESRI data tools, etc.
• Expert level knowledge of MS Office suite
• Working knowledge and expertise with on-line tools, intranets, wikis, report writers, etc.
• Passionate about and committed to quality customer service
• Familiarity with law enforcement best practices is nice to have but not required
• 5+ years of experience in the customer service/success technical support field desired but not required
• Attention to detail and accuracy
• Light to Moderate travel may be required
• Must be able and willing to work after-hours and alternative shifts, if necessary
• Must be able to work a consistent schedule, which may include weekends and/or holidays as part of the regular shift.
• The initial schedule for this role will be Tuesday through Saturday, from 10:00 a.m. to 7:00 p.m. EST.
• Travel 10%
  
  

Hybrid Workplace

SoundThinking follows a hybrid schedule for employees who live equal to or less than 50 miles from one of our office locations, which include Fremont, CA, Tucson, AZ, Washington, D.C., or Iselin, NJ. Employees are expected to work onsite 3 days per week – the specific days are dependent on the office location.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SoundThinking maintains a drug-free workplace policy.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at [email protected] for assistance.

Note: The Company reserves exclusive rights in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time