Support Engineer

Support Engineer

TRULEO is an Agentic AI platform trusted by over 1,100 law enforcement agencies across the United States. We help patrol officers, investigators, and command staff save time, solve more cases, and make better decisions through AI-powered reporting, investigations, and department intelligence.

Our platform connects to the systems agencies already use - including CAD, RMS, body-worn cameras, jail systems, and other public safety applications - to deliver actionable intelligence without requiring agencies to replace existing technology.

About the Role

We're looking for a technically-minded Support Engineer to own the operational success of TRULEO's connectors and AI agents.

You'll work directly with customer IT teams to deploy, support, and optimize TRULEO within customer environments. From onboarding new agencies to monitoring connector health and troubleshooting technical issues, you'll ensure customers get the most out of the platform while serving as the technical bridge between Customer Success and Engineering.

This role is ideal for someone who enjoys solving technical problems, working directly with customers, and improving operational processes. You won't be developing new connectors or writing production software, but you'll own everything required to successfully deploy, maintain, and support them.

What You'll Do

• Lead customer onboarding for TRULEO connectors and AI agents from planning through production deployment
• Coordinate with customer IT teams to install agents, configure environments, provision accounts, and validate access
• Troubleshoot installation, networking, authentication, and configuration issues
• Validate customer credentials and resolve deployment blockers quickly
• Monitor connector health and proactively resolve outages, expired credentials, and infrastructure issues
• Follow up with customer IT teams to remediate offline systems and maintain reliable integrations
• Configure AI workflows, prompts, reports, and customer-specific settings using existing TRULEO capabilities
• Work directly with customers to optimize their deployments and improve AI performance
• Track customer deployments and technical issues through Jira and internal operational tools
• Escalate engineering issues with complete technical documentation while independently resolving operational issues whenever possible
• Identify opportunities to improve processes and automate repetitive operational work

What We're Looking For

• Experience in Technical Support, Support Engineering, Solutions Engineering, Systems Administration, Implementation, or a similar customer-facing technical role
• Strong troubleshooting and problem-solving skills
• Experience working directly with customer IT departments
• Familiarity with Windows administration, networking fundamentals, authentication, permissions, and enterprise software deployments
• Excellent communication and organizational skills
• Ability to manage multiple customer implementations simultaneously
• Comfortable working in a fast-paced startup environment
• Experience with Jira or similar ticketing systems

Nice to Have

• Experience deploying on-premise or hybrid enterprise software
• Experience with Windows Server, Active Directory, virtual machines, SSO, and networking
• Experience supporting SaaS products
• Familiarity with public safety, law enforcement, CJIS, or government technology environments
• SQL, scripting, or automation experience
• Experience working with AI-powered software

What Success Looks Like

Within your first year, you will:

• Own day-to-day support and operations for customer connectors and AI agents
• Reduce deployment timelines through operational improvements
• Improve connector uptime through proactive monitoring and customer follow-up
• Help customers realize value from TRULEO faster
• Build repeatable processes that allow TRULEO to scale deployments across a rapidly growing customer base

Why TRULEO?

• Help build the future of AI for public safety
• Work directly with agencies making a real impact in their communities
• Join a fast-growing startup where you'll have meaningful ownership from day one
• Competitive compensation
• Health benefits
• 401(k)
• Paid time off