Support Engineer
Zylo
CloudJavaScriptPythonSQLSwift
Client Support Specialist
Tracker Products
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $45,000 - $55,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Serve as the first point of contact for clients using SAFE, Tracker Products' cloud-based evidence management software.
- Respond promptly to client inquiries via phone, email, and ticketing system; guide customers through troubleshooting steps and resolve technical and functional issues.
- Clearly document resolutions, escalate complex issues, and log system issues for engineering/product teams.
- Maintain deep understanding of SAFE functionality, workflows, and integrations; diagnose and report software bugs, performance concerns, or data discrepancies.
- Collaborate with implementation and development teams to support new client onboarding, training, and issue resolution.
- Track, prioritize, and manage customer support tickets to meet response and resolution SLAs; document recurring issues to inform product updates and knowledge base materials.
- Assist in creating and maintaining user guides, FAQs, and training resources; deliver brief virtual training sessions for clients as needed.
- Proactively reach out to existing clients for retention, conduct periodic check-ins, and act as the client’s voice internally.
Requirements
- Experience in a customer support or client services role, preferably in software/SaaS.
- Strong written and verbal communication skills.
- Problem-solving mindset and ability to explain technical concepts in simple terms.
- Proficiency with support ticketing systems and remote support tools.
- Ability to multitask and stay organized in a fast-paced environment.
- Familiarity with law enforcement processes (preferred).
- Experience supporting enterprise software solutions (preferred).
- Basic technical skills (HTML, SSO, or API knowledge) (preferred).
- Legally authorized to work in the United States.
- Do you currently reside in the United States? (application asks U.S. residency)
- Willingness to undergo a drug test and background check (application questions).
Benefits
- Competitive salary and performance-based incentives
- Opportunities for career advancement and professional growth
- A collaborative and supportive team culture
- Access to ongoing training and development
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HTMLSSOAPI knowledgetroubleshootingtechnical supportclient onboardingissue resolutiondocumentationcustomer supportenterprise software solutions
Soft skills
written communicationverbal communicationproblem-solvingmultitaskingorganizational skillsclient retentioncollaborationtraining deliverycustomer serviceattention to detail
