Job Information Department Name SupportDate Opened 10 03 2025Job Type Full timeIndustry TechnologyWork Experience 4-5 yearsRemote Job This is a remote position Support Engineer II First Due an industry-leading public safety technology company is seeking a skilled empathetic and solutions-oriented Support Engineer to provide First Due customers with best-in-class support Customers using First Due are transforming how they function before during and after an incident - ultimately leading to better decisions and a safer community The Role As a First Due Support Engineer you will Answer and respond to incoming customer phone calls emails or portal tickets Provide professional and helpful technical support to customers via phone chat and tickets Meet corporate SLAs Prioritize and manage multiple open tasks at one time Identify scope and priority of items under review Utilize available resources to resolve customer issues Logically troubleshoot resolve and document technical issues related to our software products Collaborate with cross-functional teams to deliver timely resolution of customer issues Actively contribute to case reduction initiative ensuring root-cause analysis is carried out where necessary Stay updated on product features and updates to provide accurate and timely support to clients Continuously improve and optimize our technical support documentations processes and procedures Facilitate internal and client facing meetings Document technical knowledge in the form of ticket notes internal reference documents and Knowledge Base articles The above statements are intended to describe the general nature and level of work being performed by people assigned to this job They are not intended to be an exhaustive list of all responsibilities required of this role Requirements Skills Experience and Qualifications The ideal Support Engineer candidate will have 3-5 years of product support and customer service experience Experience in both voice and non-voice support Experience in SaaS software product support Excellent interpersonal communication and collaboration skills Experience working on CRM tools suites like Zoho and Salesforce Experience with MS SQL is preferred Experience with public safety software is helpful but not required Strong technical and problem-solving skills Ability to articulate simple or complex problems Ability to work independently or as part of a team Strong analytical and organizational skills Demonstrated telephone etiquette We welcome a diverse workforce If you don t fit all the qualifications for the job listed above but feel you bring unique experience and perspective that would serve this role and First Due well we encourage you to apply All applicants must be authorized to work for any US employer in the United States Locality Media Inc is unable to sponsor or transition sponsorship ownership of employment visas at this time Hiring is contingent upon candidates successfully passing a criminal background check As part of the I-9 verification of authorization to work in the US Locality Media Inc participates in E-Verify Physical Demands and Work Environment This role is fully remote with minimal travel expectations at this time Reasonable accommodation may be made to enable qualified employees and applicants to perform the essential functions as outlined above If you require an accommodation during the interview process please reach out to people firstdue com Benefits Working at First Due First Due offers a comprehensive compensation and benefits package for eligible employees including competitive pay medical dental and vision coverage FSA HSA 401 k flexible PTO a fully remote workplace a technology stipend opportunities for advancement and other benefits and perks that sets our team apart Visit www firstdue com to learn more If you are a resident of California Colorado New Jersey New York or Washington please reach out to people firstdue com for a reasonable estimate of annual base compensation and any eligible incentive compensation The actual compensation offered to successful candidates for roles may be higher or lower based on non-discriminatory criteria including but not limited to relevant professional experience geographic location knowledge skills and abilities This range will be reviewed on a regular basis About First Due First Due is re-imagining Fire and EMS by providing a modern cloud-based platform that allows agencies to run their entire operation in one place From Fire Prevention Pre-Incident Planning Incident Reporting Scheduling Asset Management Reporting Response and more First Due is leading the public safety software industry in transforming public safety through next-generation technology and innovation Locality Media Inc dba First Due is an equal opportunity employer We do not discriminate in any aspect of employment on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status or any other protected status or class We are committed to promoting an setting of respect acceptance diversity and inclusivity and equal opportunity Discrimination and harassment of any type in any form will not be tolerated When you apply for a role at Locality Media Inc dba First Due we will collect some personal data including information from your application resume or LinkedIn profile This information is used during the interview and candidate evaluation process for opportunities at First Due and is only shared internally Please review our candidate privacy notice here First Due is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity religion sex national origin age veteran disability or genetic information or any other reason prohibited by law in employment

📌 Support Engineer Ii (India)
🏢 First Due
📍 India