Technical Support Specialist

Company: ProPhoenix
Location: Moorestown, New Jersey
Job Type: Full-Time
Help Power the Technology Behind First Responders 🚔🚑🚒
At ProPhoenix, our software supports police officers, dispatchers, firefighters, and emergency personnel across the country. When seconds matter, reliable technology matters even more.
The Technical Support Specialist serves as a primary point of contact for customers using ProPhoenix software solutions. This role is responsible for troubleshooting, diagnosing, and resolving technical issues while delivering exceptional customer service. The ideal candidate combines strong technical knowledge with excellent communication skills and a customer-first mindset.
Whether you're early in your career or transitioning into IT support, this is your chance to gain hands-on experience with enterprise software, databases, and public safety systems in a collaborative, supportive environment.
What You’ll Do 💻
Provide Tier 1 and Tier 2 technical support via phone, email, and remote access tools
Troubleshoot software, database, and basic network-related issues
Document support cases accurately in the ticketing system
Escalate complex issues to senior technical staff or development teams when necessary
Assist customers with software configuration, updates, and system optimization
Reproduce and document software defects for engineering review
Maintain knowledge of product updates, releases, and new features
Develop and maintain internal knowledge base articles
Participate in on-call support rotation as required
What You Bring 🌟
Required:
Associate or bachelor’s degree in information technology, Computer Science, or related field (or equivalent experience)
Technical support experience in a software or IT environment
Strong understanding of:
Windows operating systems
Microsoft SQL Server
Networking fundamentals (TCP/IP, DNS, VPN)
Experience with remote support tools
Excellent troubleshooting and analytical skills
Strong written and verbal communication skills
Ability to manage multiple priorities in a fast-paced environment
Ability to remain calm and helpful when speaking with stressed first responders
Natural curiosity for how software works and a "can-do" attitude toward technical challenges.
Preferred (but not required):
Familiarity with ProPhoenix products or similar public safety software solutions.
Experience in providing technical support to clients.
Understanding of public safety systems, such as CAD, RMS, and Jail Management Systems.
Why Join ProPhoenix? 🚀
Make a difference: Support the technology used by first responders nationwide
Launch your IT career: Gain hands-on experience with enterprise systems, SQL, and real-world troubleshooting
Learn from experts: Work alongside experienced engineers and developers
Grow with us: Opportunities to advance into senior support, engineering, or product roles
Collaborative culture: We value curiosity, teamwork, and innovation
Who Thrives Here
You’ll succeed if you are:
Naturally curious and love solving puzzles
Patient and customer-focused
Interested in enterprise software and databases
Motivated to learn and grow your technical skills
Ready to Apply?
If you’re excited to build your technical career while supporting those who protect our communities, we want to hear from you.
Apply today and help power public safety technology.

Work arrangement
Yes