Support Specialist II (Public Safety)

TL;DR

Support Specialist II (Public Safety/SQL): Providing Tier 2 technical support and user enablement for public safety agencies with an accent on hardware diagnostics, system performance, and workflow customization. Focus on resolving complex technical defects, conducting backend database investigations, and delivering personalized training to optimize user adoption.

Location: Hybrid in Mesa, Arizona, United States. Must be able to pass a comprehensive, fingerprint-based FBI CJIS background check.

Company

A global public safety solutions company providing an ecosystem of tools for agencies, forensic labs, court systems, and schools.

What you will do

• Diagnose hardware-related issues and system performance problems.
• Conduct initial investigations into backend database and logic issues using SQL.
• Implement complex features and customize workflows for specific customer needs.
• Deliver personalized technical and functional training to customers.
• Create custom documentation for technical setup and usage best practices.
• Participate in an on-call rotation for after-hours support and utilize AI tools to enhance productivity.

Requirements

• Degree or diploma in IT, Computer Science, Business, or equivalent experience.
• 1-3 years of experience in technical support or business analysis.
• Intermediate technical skills including SQL and system troubleshooting.
• Experience with software customization and workflow optimization.
• Compliance with FBI's Criminal Justice Information Services (CJIS) Security Policy is mandatory.

Nice to have

• Experience in software implementation or consulting.
• Certifications in technical or business domains (e.g., ITIL, Customer Success).
• Experience with system integration projects or project management.

Culture & Benefits

• Competitive base salary aligned with skills and market data.
• Comprehensive benefits package.
• Eligibility for variable compensation, such as incentive plans or discretionary performance bonuses.
• Commitment to equity, diversity, and an inclusive, barrier-free workplace.