Technical Support Engineer CaseBuilder

Sound Thinking is seeking a curious, self-starting professional for an individual contributor role focused on troubleshooting, service, support, research, and analysis using our investigative solutions products, specifically Case Builder. This position requires strong follow-up skills, excellent customer service, and effective written and verbal communication. The ideal candidate is proactive, detail-oriented, and able to analyze and resolve complex issues.

• Provide technical support to end-users by answering technical questions, resolving reported issues, and properly capturing the reported issue for follow up or escalation.
• Act as primary technical liaison between customer, QA, and engineering.
• Run diagnostics to resolve customer reported issues.
• Manage and prioritize workload from shared queue based on severity and business impact to meet contractual SLA’s.
• Document the step-by-step process for issue reproduction.
• Troubleshoot reported incidents/cases including but not limited to APIs, Authentication/SSO, data discrepancies, and application issues.
• Generate written notifications and communications with customers in response to issues.
• Effectively perform on-call duty and provide after-hour support to the customers.
• Maintain an expert knowledge of the applications to be able to perform issue triage, diagnosis, resolution, address any user errors, and effective escalation to upper tiers.
• Manage Help Desk tickets in a timely manner including performing severity-based triage, determining defect vs. configuration or user error and assessing business impact.
• Perform QA testing.
• Build and maintain knowledge base articles.
• Carry out other duties, as assigned.

• Ability to pass and maintain Law Enforcement (CJIS) Background required.
• 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 the symptoms and perform root cause analysis and recommend solutions.
• Strong multi-tasking ability; must be able to work on multiple issues and working across several time zones.
• Working knowledge of database mechanics, schemas, and queries.
• Working knowledge of CRM systems such as Salesforce, JIRA, etc.
• Prior experience with law records solutions strongly desired.
• 5+ years of experience in the customer service/success technical support field.
• Must be part of an on-call rotation schedule.
• The position follows a Monday–Friday, 8:00 AM–5:00 PM schedule, with the expectation that hours may shift over time to support broader coverage, including evenings and weekends, as customer demand increases.
• Preferably previous AI experience or be eager to learn and employ AI tools to job-related responsibilities.

Travel: 10%, including driving into New York City.

Hybrid Workplace

Sound Thinking 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., Orlando, Florida, or Iselin, NJ. Employees are expected to work onsite for a minimum of 3 days per week, unless the advertised role has a specific on-site requirement. The specific days for in-office are dependent on the office location.

Compensation:
At Sound Thinking, we are committed to equitable compensation practices and consider a variety of factors, including skills, experience, and work location. The typical base salary range for this role is $65,000 - $73,000 annually. This range reflects base salary only and does not include bonus, sales incentives, equity, or benefits, where applicable.

Note:

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

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…