Support Engineer - AZ

Are you a passionate individual who wants to help shape the future of biometric identity?

At TECH5 USA, we are revolutionizing identity management with biometric solutions designed to enhance public safety and digital identity verification. As part of our team, you’ll work alongside industry experts to assist in developing cutting-edge technologies that empower law enforcement agencies and governments worldwide.

We are dedicated to continuous innovation, investing in advanced biometric research. Our AI/ML-powered matching algorithms—ranked among the fastest by NIST—enable law enforcement to quickly and accurately identify suspects, track fugitives, and solve crimes.

TECH5 is leading the way in secure digital identity solutions, pioneering advancements such as biometric-based cryptographic keys, offline multifactor authentication, and revocable biometrics for privacy-centric identity verification. From mobile biometric capture for field officers to digital credential issuance and authentication, our in-house technology delivers unmatched speed, accuracy, and security.

Join us in shaping the future of biometrics and digital identity, driving innovation that enhances both public safety and secure identity management.

As a remote

Support Engineer you are responsible for deploying, managing and supporting customer’s production systems for TECH5 USA’s legacy on-premises and new Software-as-a-Service (SaaS) product offerings, including AWS Gov Cloud environments and user systems located at customer sites. The servers and user station hardware for both the SaaS and legacy customers require personnel in this job to have knowledge and experience with installing and supporting personal computer systems, printers, peripheral connections, and installation and troubleshooting of software.

While the position is full-time remote, team structure and customer distribution require the person filling this position to be physically located within the State of Arizona as occasional customer site visits may be necessary.

• Communicates with internal teams and customers to plan and review implementation status.
• Monitors logging and alerting systems to ensure high-availability and reliability.
• Installs and configures TECH5-provided hardware and software and provides instruction and assistance to contracted support personnel tasked with installation and configuration.
• Contributes to the development of processes and templates for customer project implementation.
• Interfaces with the Project Implementation team in deployment,documentation, repair, and troubleshooting of systems. Ensures project data including installation and configuration, remote connection and contact data is shared with other members of the Technical Support team.
• Submits to and passes enhanced criminal and background checks conducted by individual customers utilizing their requirements to be cleared.
• Requires participation in a 24x7 on-call shift rotation and may require travel up to 5%.
• Receives and proactively responds to customer support requests during work and/or on-call assignment hours through channels including email, helpdesk ticketing system and phone calls.
• Completes annual security training and adheres to TECH5 USA’s security policies and procedures; notifies IT with any suspicious emails or other activity.
• Uses remote support tools and knowledge to assist in resolving customer hardware issues.
• Reproduces reported issues and identifies solutions. Reports product and service defects and suggests appropriate action to engineering and management using internal procedures.
• Assists engineering and quality assurance teams in executing test cases and providing output through appropriate channels, when assigned by manager.
• Updates…