Remote Public Safety Software Engineer & Customer Advocate

Octave; Madison (WI); Remote; USD 70,000 - 110,000; Full time

Job summary

Octave is seeking a Customer Software Engineer to support mission-critical Public Safety software for North American customers. The role acts as a primary liaison between end users, the North American Octave unit, and product development, diagnosing issues and communicating value of Octave's solutions.

You will troubleshoot complex software/hardware issues, train customers on system operations, and stay current on new Octave products while coordinating with Services, Engineering, and Product

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field; or 2+ years in customer support/technical support.
• 2–4 years of customer service experience is a plus.
• Strong communication, timely responsiveness, and keeping customers updated throughout issue resolution.

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 with Services, Engineering, and Product Development teams.
• Deliver customer training on system operations and software functionality.

Skills

Customer service

Communication

Technical support

Public Safety knowledge

Education

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field

Tools

Windows Server

SQL databases

Job description

Octave is seeking a Customer Software Engineer to support mission-critical Public Safety software for North American customers. The role acts as a primary liaison between end users, the North American Octave unit, and product development, diagnosing issues and communicating value of Octave's solutions.

You will troubleshoot complex software/hardware issues, train customers on system operations, and stay current on new Octave products while coordinating with Services, Engineering, and Product