Technical Customer Support Representative

Who We Are

We are a growing technology company that builds mission-critical hardware and software solutions used every day by government agencies, municipalities, law enforcement, public safety agencies, and emergency services across the country. Our customers count on our products to do their jobs reliably and safely.

We're hiring a Technical Customer Support Representative with Livescan or Law Enforcement experience to be the front line of that experience for our customers. As a member of the team, you'll bring real-world Livescan or law enforcement experience. You'll own technical issues end-to-end, from first call to resolution, across hardware and software. If you like solving puzzles, talking to people, and seeing the impact of your work in the real world, read on.

What You’ll Do

• Resolve customer technical issues by phone, email, and remote session, and follow through until they are actually fixed.
• Own complex escalations involving Livescan, fingerprint capture, and agency submission workflows.
• Configure, test, ship, and install our hardware and software systems.
• Deliver remote training to customer teams on our products and best practices.
• Mentor teammates and serve as a go-to resource on Livescan and law enforcement processes.
• Write and maintain support documentation, troubleshooting guides, and training materials.
• Partner with Product and Engineering to surface recurring issues and improve the product itself.
• Use AI tools to work faster and smarter. You will use them for drafting responses, debugging, summarizing tickets, and more.

What Success Looks Like in Your First 90 Days

• Independently resolving Tier 1 and Tier 2 tickets across our core product line.
• Completing your first customer installation from start to finish.
• Identifying at least one documentation gap and filling it.
• Incorporating our AI tools into your daily support workflow.
• Developing working knowledge of our core hardware and software stack, with minimal escalation needed.
• Becoming a trusted resource for teammates on Livescan and agency-related questions.

What We’re Looking For

• Livescan or Law Enforcement Background (Required). Hands-on experience with Livescan, electronic fingerprinting, or biometric identification systems, or a background in law enforcement, criminal justice, or public safety where you worked directly with these processes. You understand how applicant and criminal fingerprinting works, from capture to submission and results, and you speak the language of the agencies we serve.
• Agency and Compliance Know-How. Familiarity with state DOJ and FBI submission processes, background check workflows, and CJIS requirements is a strong plus.
• Curious Problem Solver. Comfortable troubleshooting across hardware and software. You don’t need to be an expert in our stack on day one, but you need to be willing to dig in and find solutions.
• Customer-Focused. 5+ years in technical support, customer service, or a hands-on technical role. You make customers feel heard.
• Concise Communicator. Able to explain a technical issue to a non-technical customer clearly and professionally.
• AI-Native. Fluency with AI tools, or eagerness to develop quickly. We will train you on our stack.
• Ownership Mindset. Curiosity, follow-through, and accountability define how you work. You close loops without being chased.

Why Join Us

• Great PTO. 15 days of paid time off per year, plus eight company holidays.
• Comprehensive Health Care. Medical, dental, and vision coverage.
• Meaningful Impact. Help support agencies and organizations that keep communities safe.
• Collaborative Team. Your work is visible and your ideas matter at a growing company.

Compensation

This is a full-time, hourly position paying $25 to $30 per hour, based on experience and qualifications.