TEKsystems - Scottsdale, AZ
posted 3 months ago
As a Technical Support Engineer at TEKsystems, you will play a crucial role in ensuring that our Law Enforcement customers have a stellar experience with our products and services. Your primary responsibility will be to work closely with these customers, becoming an expert on the Fusus solution, including its available apps, APIs, and roadmap. You will collaborate with various teams to triage and prioritize agency change requests and feature requests, ensuring that customer needs are met efficiently and effectively. In this position, you will lead consultative Solution Audits for prospects, which will involve 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 to resolve device and system issues directly with customers. Following up with clients to ensure their systems are fully functional after troubleshooting will be a key part of your role. Additionally, you will assist the tier 1 support team by answering questions, aiding in troubleshooting efforts, and providing training. Logging and providing detailed notes on each customer interaction will be essential for maintaining accurate records. You will also be responsible for developing knowledgebase articles to enhance the support resources available to both customers and team members. In this ever-evolving environment, you will need to solve problems effectively and report any bugs and trends to the necessary Axon teams. Participation in an on-call rotation for outages or other critical escalations will be required, and you will need to determine the urgency of issues for each client, prioritizing them accordingly. Proactively improving your knowledge and developing your analytical and technical skills will be encouraged to ensure you remain at the forefront of technical support.