Technical Support Professional

Technical Software Support Engineer Job Specification i2 provides advanced intelligence analysis solutions that help organizations extract actionable intelligence from large volumes of data. i2 software supports customers across law enforcement, defense, national security, and commercial sectors in areas including criminal investigation, fraud detection, and threat analysis. Job Summary: The Technical Software Support Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality. The successful candidate will be an experienced support professional who is comfortable taking ownership of complex technical and customer-facing issues and working collaboratively within a geographically distributed international support team. Key Responsibilities: Technical Support: Respond to customer inquiries via phone, email, and chat promptly and professionally. Diagnose and troubleshoot software issues reported by end-users. Provide step-by-step technical assistance to resolve application problems. Support enterprise software applications across complex customer environments. Issue Resolution: Identify, document, and resolve software bugs and issues. Take ownership of complex or esca