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L1 Technical Support Engineer (Part Time)

We are currently seeking an L1 (entry level) Part Time Technical Support Engineer to join our Customer Support team.  This part time position will be located out of our Newark, CA office. This position will report to the Sr. Director of Customer Support. This is a swing shift position working Friday and Saturday evenings from 4:00pm to 11:00pm.

The ShotSpotter Customer Support team provides support to our end user customers across several areas of functional responsibility.  This position will focus more specifically on these areas:
Basic assistance for ShotSpotter service users:  Provide basic end user support for technical issues reported with our end user applications and services.  The engineer will classify and escalate more complex support issues requiring more expertise.
Basic Customer Communications:  Follow up with customers via phone and our ticketing system to collect additional information if required or provide status updates.
Monitoring:  Monitor system status and SLA’s.  Advise and escalate to senior engineers or other resources within ShotSpotter depending on criteria and severity of the issue.
Data Collection:  Collect time sensitive audio and log information from our sensors for specific events and forward that to Sr. Engineers for analysis and follow up.

ESSENTIAL DUTIES/RESPONSIBILITIES:
Responsibilities include, but are not limited to the following
Triage or respond to customer reported issues reported directly by our customers into our ticketing system
Track issues to closure and follow up with clear written communications and verbal communications
Monitor the health and status of our infrastructure and in particular our sensors and communications network via reports, remote monitoring and access tools
Collect customer information and any sensor data, files and logs for specific incident types when required.
Update incidents with confirmations and any additional input or noted corrections.

MINIMUM QUALIFICATIONS:
Strong listening, verbal and written communication skills
Strong investigative, analytical and problem solving skills
Ability to respond to multiple customer support issues
Willingness to proactively reach out to customers
Someone with a technical support skills

OTHER SKILLS:
Team player
Self motivated
Detail oriented
Adaptive, flexible and creative

BENEFICIAL SKILLS AND EXPERIENCE:
Prior law enforcement experience
Prior investigative experience
Experience in a technical support role
Willingness to work a non traditional schedule

To apply for this position, send your resume with cover letter and salary requirements to careers@shotspotter.com.
SST, Inc. is an equal opportunity employer and does not discriminate against any qualified employee or qualified applicant for employment on the basis of the fact or perception of a person’s race, color, creed, religion, national origin, ancestry, lawful source of income, age, height, weight, past or present membership in the military service, familial status, sex, sexual orientation, gender identity, domestic partner status, marital status, disability or AIDS/HIV status, or association with members of such protected classes, or in retaliation for opposition to discrimination against such classes.