Full-time employee position for an Applications Support Engineer for their expanding solutions team to ensure they continue to offer exemplary service to their customers. As a member of this team you will work closely with customers and be supported by regular contact with your colleagues in sales, operations and product management.

The person for this role MUST be local to Richardson, Texas.

Your primary focus is deploying, maintaining and supporting state of the art cloud deployed solutions for digital evidence management for Public Safety (Primary Law Enforcement) customers worldwide.

Responsibilities:
- Assisting product teams to successfully introduce new products/versions. - Champion supportability and preventative action on behalf of our customers.
- Provide 2nd/3rd line engineering support to the product
- Provisioning, deploying, patching and upgrading primarily enterprise cloud software. Working closely with the development team to ensure successful deployment of software packages.
- Defining and implementing regular maintenance and health monitoring procedures.
- Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D. Take into account technical and commercial relationships with end users, partners and service providers.
- Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardizing customer data or operations.
- Participate in a 24-7 Out of Hours call out rotation (one week per
month).

Required Skills

Qualifications:
- Must be US Citizen due to customer requirement
- Must able to pass federal and state BI, and complete a Criminal Justice Information Services (CJIS) certification.
- Working knowledge of Windows server and client technology, ideally supporting web applications and services
- Experience in creating, modifying and running databases queries
- Network operations experience (firewalls, network security groups etc.)
- Experience running scripts from LINQPad, Powershell or similar
- Experience with web application and services configuration management.
- Efficient, effective and respectful communication skills both with customers and within internal departments. Including;
- Excellent written and spoken English
- Good listener, able to identify and validate assumptions
- Able to use effective questioning to confirm understanding of a customer problem and then provide help to solve it
- Methodical troubleshooting, technical skill and attention to detail used in diagnosing problems and reproducing issues in a local environment
- Multi-tasking and time-management to prioritize and switch between varied tasks
- Must be focused and calm under pressure
- Careful record keeping
- Able to use initiative and to work effectively both independently and as part of a team.
- Be willing to travel occasionally to customer or partner sites worldwide, sometimes at short notice. (travel will be minimum as all work is remote).
- Be flexible with working hours when needed to address critical or urgent matters.

Desired Skills:
- Experience of Azure Portal and familiarity with Azure services.
- Technical writing skills.
- Experience querying Web API-s.
- Knowledge of Elastic Search and Kibana.
- Experience of configuring Application Monitoring and Dashboards.
- Experience of Programming and Scripting (e.g. C#, TSQL).