Technical Software Support Engineer - i2

About the role

i2 provides intelligence analysis solutions that help organisations extract actionable insights from large volumes of data, supporting law enforcement, defence, national security and commercial customers in areas such as criminal investigation, fraud detection and threat analysis. The Technical Software Support Engineer provides technical assistance to end-users of i2 software, resolves technical issues and ensures optimal performance of the software. The role sits within a geographically distributed international support team and involves direct customer interaction and collaboration with development teams.

Key responsibilities

• Respond to customer inquiries by phone, email and chat, and diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance and support enterprise software in complex customer environments.
• Identify, document and resolve software bugs; take ownership of complex or escalated issues and coordinate with Development, QA and Product teams.
• Maintain customer satisfaction, give regular updates on ticket status and follow up until issues are resolved.
• Document requests and resolutions in the ticketing system and create and update knowledge base articles.
• Share feedback on recurring issues with development and QA, attend team meetings and trainings, and support colleagues.
• Identify trends in support requests and recommend improvements to software performance and user experience.

Required profile

• Bachelor's degree in Computer Science, Information Technology or a related field, or equivalent professional experience (essential).
• Proven technical support or help desk experience (desirable); experience supporting enterprise software and with i2 software (desirable).
• Previous senior, lead, mentoring or coordinating role in technical support (desirable).
• Comfortable owning complex technical and customer-facing issues and working in a distributed international team.

Required skills

• Proficiency in Windows, macOS and Linux (desirable).
• Relational databases (MS SQL, MS Access, DB2, Postgres, Oracle) and networking fundamentals (desirable).
• Troubleshooting enterprise applications, operating systems, databases and networks (desirable).
• Familiarity with ticketing systems such as Salesforce and JIRA (desirable).
• Excellent communication, problem-solving and organisational skills.

The role is remote, with occasional weekend support coverage. The salary range is $80,000 to $100,000 USD per year.