Incident & Service Support Agent

Job Purpose/Summary

The Incident & Service Support Agent is a mission-critical member of our 24/7/365 operations center, responsible for front-line emergency monitoring, non-emergency issue management, and product-level support. This position combines real-time response responsibilities with technical support and product validation, forming the backbone of customer engagement and system reliability.

Duties and Responsibilities

Primary Role: Emergency & Non-Emergency Issue Management

• Monitor and respond to 360 Aware SOS alerts, providing immediate triage and executing workflow procedures for emergency events.
• Handle non-emergency issue management in alignment with customer service level agreements.
• Track, document, and communicate incident status in real time across internal systems and stakeholders.

Secondary Role: 24/7/365 Product Support

• Operate as a Level 1 support agent through Jira-based customer service desks.
• Triage and document bugs, user-reported issues, and technical irregularities.
• Provide basic technical support and troubleshooting guidance.
• Perform product validation testing based on field reports and system performance.
• Support Jira data QA to ensure clarity and accuracy.

Tertiary Role: Product Demonstration Suppor

• Assist with live product demonstrations, ensuring operational readiness and smooth delivery. Support demonstration logistics and system performance monitoring.
• Other duties as assigned.

Qualifications

• High School Diploma
• Eligible to obtain a US Security Clearance - US Citizenship required.
• Flexible availability to support 24/7/365 operations, including twelve-hour shift rotations.
• Preferred Candidate: Prior experience in public safety communications, emergency response, watch desk, and fusion center highly desirable. Military veterans and public safety professionals are strongly encouraged to apply.

Working conditions

• Should be willing to work in a variety of settings as needed, including overnights, weekends, and holidays.
• Estimated travel: 0%

Physical requirements

Prolonged periods of remaining in a stationary position at a desk and working on a computer.


Direct reports

None