Allegis Group - Peachtree Corners, GA
posted 4 months ago
As a Technical Support Engineer, you will work closely with Law Enforcement customers to ensure they have a stellar experience with our products and services. Your role will involve becoming an expert on the Fusus solution, including available apps, APIs, and the product roadmap. You will collaborate with various teams to triage and prioritize agency change requests and feature requests, ensuring that customer needs are met effectively. In this position, you will lead consultative Solution Audits for prospects, which will include conducting detailed network analyses, device discovery, and thorough documentation. You will provide frontline support via email and phone for complex technical issues, requiring you to research, diagnose, troubleshoot, and identify solutions directly with customers. Following up with clients to ensure their systems are fully functional after troubleshooting is a critical part of your responsibilities. You will also assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and providing training. It will be essential to log and provide detailed notes on each customer interaction, as well as develop knowledgebase articles to enhance the support process. In this ever-evolving environment, you will need to solve problems effectively and report bugs and trends to the necessary teams. Participation in an on-call rotation for outages or other critical escalations may be required as needed. Additionally, you will determine the urgency of issues for each client and prioritize them accordingly, while proactively improving your knowledge and developing your analytical and technical skills.