Associate Technical Support Engineer

Casepoint is a leading provider of data discovery technology for litigation, investigations, and compliance. The Associate Technical Support Engineer will provide exceptional customer service to government customers, addressing technology questions and troubleshooting needs, while documenting issues and escalating complex requests as necessary.

Responsibilities:

• First-Response Support: Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues
• Basic Troubleshooting: Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors
• Account Management: Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces
• Incident Documentation: Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system to ensure clear records for our team
• System Monitoring: Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members
• Customer Interaction: Effectively communicate with end users to understand their needs, providing "white-glove" service to ensure they can navigate our software smoothly
• Tier 2 Coordination: Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken
• Project Support: Support Customer Success Managers and Project Managers by providing updates on current support tickets and helping track overall project progress for our clients
• Internal Communication: Participate in cross-departmental emails and follow-ups to ensure that no customer request is left unanswered
• Continuous Learning: Stay up-to-date on new features and updates across the Casepoint platforms through regular training
• Software Testing: Participate in basic testing of new software releases to provide feedback on the user experience and help identify potential bugs before they reach the customer
• Knowledge Sharing: Help maintain the internal knowledge base by documenting new solutions to common questions

Requirements:

• Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role
• A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions
• Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers
• Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications
• US Citizenship (non-dual) is required by government contract
• Ability to obtain and maintain a Public Trust or higher clearance