Remote Customer Software Engineer — Public Safety

Octave Intelligence; Madison (WI); Remote; USD 75,000 - 110,000; Full time

Job summary

Octave is seeking a Customer Software Engineer to support mission-critical Public Safety software and serve as a liaison between end users, the North American Octave business unit, and the product development organization.

This person will develop a deep understanding of Octave's product portfolio and leverage technical expertise to investigate, diagnose, and resolve complex issues while delivering an exceptional customer experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field or 2+ years in customer support, software support, technical support, or related role.
• 2-4 years of customer service experience is a plus, but not required.
• Strong commitment to effective communication and timely updates throughout issue resolution.
• General technical knowledge of Microsoft technologies, including Windows Server environments and SQL databases.
• Ability to quickly learn and adapt to new technologies in a fast-paced environment.
• First Responder and/or Public Safety industry experience is highly preferred.

Responsibilities

• Provide high-quality support to North American Octave customers via phone, web, and email.
• Troubleshoot complex software and hardware issues across key system components.
• Replicate and analyze customer-reported issues to identify root causes and recommend solutions.
• Conduct customer care review calls to discuss open issues, progress updates, and next steps.
• Take ownership of technical incidents and coordinate resolution efforts with Services, Engineering, and Product Development teams as needed.
• Deliver customer training on system operations and software functionality.
• Stay current on new company products, services, and technology offerings.
• Contribute to team objectives and support related initiatives as needed.
• Perform other reasonable and related duties as assigned.

Skills

Customer support

Technical support

Communication

Learning agility

Education

Bachelor's degree in CS/IT/Engineering

2+ years in customer/support roles

Tools

Windows Server

SQL databases

Job description

Octave is seeking a Customer Software Engineer to support mission-critical Public Safety software and serve as a liaison between end users, the North American Octave business unit, and the product development organization.

This person will develop a deep understanding of Octave's product portfolio and leverage technical expertise to investigate, diagnose, and resolve complex issues while delivering an exceptional customer experience.