Technical Support Engineer

An individual contributor role responsible for troubleshooting, service and support, research, and analysis for our customers with the use of Sound Thinking products. Investigates, creates, analyses, and delivers gunshot performance data reports in written format to customers. Supports Shot Spotter, Resource Router, Plate Ranger, SafePointe and other products as needed.

• 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 Sound Thinking.
• 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 Sound Thinking 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 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 working 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.

• Excellent verbal and written communication skills, including effective follow‑up and follow‑through on customer issues and internal assignments.
• 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 potentially all on the same day.
• Working knowledge of SQL queries, write queries, etc.
• Strong working knowledge of CRM systems such as Salesforce, Net Suite, 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 online 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, 5‑10%.
• Must be able and willing to work after‑hours and alternative shifts, if necessary.
• Preferably previous AI experience or be eager to learn and employ AI tools to job‑related responsibilities.
• Must be able to work on a consistent schedule, which may include weekends and/or holidays as part of the regular shift;
  Tuesday – Saturday, 12pm – 9pm PST;
  Sunday/Monday off.

Mid‑Senior level

Full‑time

Information Technology

Public Safety

Sound Thinking 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, Sound Thinking 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…