Dedicated Support Engineer

Description

Penlink is a technology company bringing clarity to complex data for people who need it now. We partner with law enforcement agencies across the United States, offering a software solution to manage data and aid investigators solving crimes. It sounds like a lot of data and analytics, but really, it’s about improving the world and keeping safe the places we call home.

Penlink is looking for a Dedicated Support Engineer to provide technical support and system administration services to a U.S. Federal government agency (the “client”) in support of Penlink software and systems. 

As a Dedicated Support Engineer specializing in Law Enforcement Technology, you will be responsible for maintaining and optimizing software systems. Your day-to-day tasks will involve active health monitoring, system optimizations, and troubleshooting to ensure the seamless operation of critical law enforcement technologies. The role requires a comprehensive understanding of various networking components, security standards, and Penlink software.

This is a fully remote position.

YOUR RESPONSIBILITIES

Technical Support & Troubleshooting:

• Provide system support, serving as the primary point of contact for agency, addressing their questions and providing guidance on using Penlink software
• Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance
• Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact
• Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner
• Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken

Software and System Administration:

• Perform routine system administrative functions including end-user management, system configuration and change management, and the application of routine updates to software and systems, ensuring customer cloud environments are up-to-date and functioning optimally
• Manage and maintain application-related systems, with an emphasis on security and performance
• Maintain and monitor network components, including site-to-site VPN connections, and ensure compliance with the latest security standards and best practices.

Training and Communication:

• Serve as a technical liaison between agency personnel and Penlink personnel as needed
• Generate monthly reports detailing usage matrix, services rendered, and deliverables provided
• Participate in regular program calls with clients to discuss ongoing needs, system updates, and support activities
• Work closely with internal teams such as Development, Product Management, and Sales to communicate client feedback and contribute to the improvement of Penlink software

Requirements

YOUR COMPETENCIES & OTHER REQUIREMENTS

• Must be a United States Citizen
• Must be located within the United States
• Must have ability to obtain US Government clearances
• College degree in Information Technology, Computer Science, or related field or equivalent work experience.
• Excellent communication skills for effective collaboration with various stakeholders.
• Critical thinking and strong analytical skills to assist in troubleshooting processes.
• Detail-oriented documentation skills for maintaining accurate records of configurations, changes, and troubleshooting steps.
• Minimum of three (3) years’ experience of service desk work.
• Must be able to work 9AM - 5PM EST, Monday through Friday. Due to the urgent and exigent nature of the position there may be times where after-hours work is required, such as rotating on-call responsibilities, scheduled maintenance windows or unplanned outages.