L3 Support Engineer

Mark43’s mission is to empower communities and their governments with new technologies that improve the safety and quality of life for all. We build powerful, scalable, and elegant software that sets a new standard for the tools upon which our first responders rely. Our users are diverse, and we are therefore committed to embracing diversity of thought and experience within our team. 

We are looking for an L3 Support Engineer to join our team. You will provide technical expertise and resolve complex issues that are escalated from L1 and L2 support. Your role will involve collaborating with cross-functional teams to identify and resolve critical customer issues. You will maintain accurate documentation of troubleshooting steps and solutions. You will directly influence customer outcomes and serve an outstanding user base. We are looking for a candidate who wants to make a significant impact and who lives and breathes customer satisfaction.  

Key Activities

• Advanced Troubleshooting: Investigate and resolve escalated technical issues, which may include server outages, network problems, software bugs, and hardware failures.
• Technical Expertise: Serve as a subject matter expert in specific areas of technology, software, or hardware, and provide guidance and mentorship to Level 1 and Level 2 support staff.
• Incident Management: Lead the resolution of high-impact incidents by coordinating efforts across teams, identifying root causes, and implementing corrective actions to prevent reoccurrence.
• Documentation: Maintain detailed documentation of technical issues, resolutions, and troubleshooting procedures for future reference and knowledge sharing.
• Monitoring and Alerting: Set up and manage monitoring systems to proactively detect and respond to issues before they impact operations.
• Customer Service: Provide excellent customer service to end-users, understanding their needs and ensuring issues are resolved promptly and effectively.

The Day to Day

• Provide technical support to customers by resolving complex issues that are escalated from L1 and L2 support. 
• Collaborate with cross-functional teams to identify and resolve critical customer issues. 
• Maintain accurate documentation of troubleshooting steps and solutions. 
• Continuously improve product knowledge and stay up to date with the latest industry trends. 
• Participate in on-call rotations to provide 24/7 support to customers. 
• Engage heavily in the major and minor release process. 
• Mitigate and handle support escalations. 
• Work with the Training team to help enhance self-service support processes.  

What You Will Need 

• Bachelor’s degree in computer science, Engineering, or a related field. 
• 3-5 years or more relevant experience in technical support or a similar role. 
• Strong problem-solving skills and the ability to think analytically. 
• Excellent communication skills, both written and verbal. 
• Ability to work independently and collaboratively in a fast-paced environment. 
• Experience with one or more technology platforms, such as cloud computing, networking, or software development. 
• Strong alignment with our mission of helping law enforcement and the communities they serve (however, law enforcement experience is not required). 
• 3+ years of SaaS enterprise-level customer support experience. 
• Experience with Salesforce, Zendesk, Jira, and other support tools. 
• Creative approaches to solving tough problems while driving customer satisfaction. 
• Proficiency in operating systems (e.g., Windows, Linux), network protocols, and hardware components.
• Familiarity with ITIL or other IT service management frameworks.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft Certified Systems Engineer (MCSE), or equivalent are a plus.
• Adaptability and willingness to learn and keep up with evolving technologies.

People who thrive on our team also tend to share the following characteristics: 

• Humble, open, and curious. You recognize there are numerous ways to solve a problem or implement a strategy. You gain various perspectives and consider the impact on the customer and other teams before making a decision. You also promote team diversity and diversity of thought. 
• Attentive, active listeners. You’re interested in what others have to say and illustrate your interest with your actions. You listen with empathy and ask follow up questions to determine what your team and customers would like to achieve. You are comfortable with conflict because conflict provides an opportunity to help solve problems.  
• Enthusiastic collaborators. You understand that the best outcomes are achieved through shared ownership, and you seek to spread knowledge and expand participation rather than restrict it. As a Director of Support Operations, you need to work cross-functionally to achieve successful outcomes for your team and customers. You’ll also serve as a company ambassador for customer support since fulfilling customer outcomes is a shared responsibility. 
• Ultimate team player. You focus more on team and customer success than personal achievements. You understand that each team within the Deployments team works hand-in-hand to provide the best customer experience possible and you might have to pitch in to help other team members.
• Comfortable with uncertainty. You know that sometimes problems and situations can’t be simplified or fully understood; you know where to find information to help bring clarity to a situation, but you also understand that you won’t always have all the information when making decisions. You invite change and help your team and customers navigate change.