Livescan & Law Enforcement Tech Support Pro

Biometrics4ALL; Austin (TX); On-site; USD 34,000 - 41,000; Full time

Benefits offered by this job

15 days PTO

Health care coverage

Meaningful impact

Job summary

Biometrics4ALL is hiring a Technical Customer Support Representative with Livescan or law enforcement experience for on-site roles in Austin, Round Rock, or San Antonio, Texas. The position requires US citizenship due to government data restrictions and focuses on end-to-end resolution of technical issues across hardware and software.

You will own escalations, configure/install systems, deliver remote training, and mentor teammates while producing documentation and collaborating with

Qualifications

• 5+ years in technical support or hands-on technical roles.
• Livescan or law enforcement background required.
• Experience with agency submission workflows or CJIS is a plus.
• Ability to explain technical issues to non-technical customers.
• Fluency with AI tools or willingness to learn the stack.

Responsibilities

• Resolve customer technical issues by phone, email, and remote sessions and follow through until resolved.
• Own complex escalations involving Livescan workflows and fingerprint capture processes.
• Configure, test, ship, and install hardware and software systems.
• Deliver remote training to customer teams on products and best practices.
• Write and maintain support documentation and training materials.
• Partner with Product and Engineering to surface recurring issues and drive improvements.
• Use AI tools to draft responses, debug, and summarize tickets.

Skills

Livescan background

Tech support exp

Concise communication

AI tools fluency

Ownership mindset

Job description

Biometrics4ALL is hiring a Technical Customer Support Representative with Livescan or law enforcement experience for on-site roles in Austin, Round Rock, or San Antonio, Texas. The position requires US citizenship due to government data restrictions and focuses on end-to-end resolution of technical issues across hardware and software.

You will own escalations, configure/install systems, deliver remote training, and mentor teammates while producing documentation and collaborating with