What are the responsibilities and job description for the Software Support Engineer position at Agile Resources, Inc.?
Location / Remote: Hybrid in Kissimmee, FL (3 days per week onsite)
Employment Type: 6 month W-2 Contract-to-Hire
Benefits (Upon Conversion to Direct Employment):
- Florida Retirement System (FRS) retirement benefits, including employer contributions
- 100% employer paid Medical, dental, and vision insurance
- Employer-paid life insurance coverage
- Short-term and long-term disability insurance provided at no cost
- Paid vacation, sick leave, holidays, and a floating holiday
- Professional development and tuition reimbursement opportunities, subject to eligibility
- Comprehensive benefits supporting long-term stability and employee well-being
Contract Benefits: Medical, dental, vision, LTD/STD, HSA/FSA, term life, and supplemental health insurances (e.g., Aflac) for all employees (and their families if needed), 401k
Compensation: Up to $80,000 annually upon conversion, depending on qualifications.
This role provides hands-on production support for mission-critical Public Safety applications used by law enforcement, fire/EMS, dispatch, and corrections personnel. Success requires direct experience supporting Public Safety systems, strong troubleshooting and root-cause analysis skills, and an understanding of how these applications integrate and support essential operations. You will independently investigate complex issues, resolve application and data integrity problems, manage software vendor escalations, and communicate proactively with operational users and technical teams to maintain system reliability and minimize disruptions.
Responsibilities:
- Triage, investigate, and resolve production incidents involving Public Safety applications supporting law enforcement, fire/EMS, dispatch, and/or corrections operations.
- Troubleshoot complex application issues through log analysis, data integrity checks, system diagnostics, and investigation of integration or interface failures.
- Support and maintain integrations between Public Safety applications, identifying and resolving data exchange failures and system dependencies.
- Monitor application health and availability, proactively identify potential problems, and take ownership of issues through resolution to minimize operational disruptions.
- Independently manage escalations with third-party software vendors, providing technical evidence, coordinating troubleshooting, tracking progress, and validating resolutions.
- Execute and document application configuration changes, maintenance, testing, and updates while protecting system availability and data integrity.
- Create and maintain operational documentation, including standard operating procedures (SOPs), configuration guides, runbooks, and troubleshooting procedures.
- Provide responsive support to Public Safety personnel, translating technical issues into clear, practical explanations and communicating proactively throughout incident resolution.
- Collaborate with technical teams, operational departments, and software vendors to improve system reliability, support integrations, and implement sustainable solutions.
- Identify opportunities to improve support processes, advocate for better practices, and help colleagues adopt improvements without requiring formal supervisory authority.
Required Skills:
- 5 years of progressively responsible technical support experience focused on enterprise applications, including troubleshooting, debugging, configuration, and production system maintenance.
- Hands-on experience supporting Public Safety software applications used by law enforcement, fire/EMS, dispatch, and/or corrections organizations.
- Understanding of Public Safety operations, the criticality of system availability, and the integration or interoperability requirements between operational applications.
- Demonstrated ability to investigate complex application failures using logs, system diagnostics, data integrity analysis, and integration troubleshooting to identify root causes and implement lasting solutions.
- Experience independently managing software vendor escalations and coordinating technical issue resolution from initial investigation through verification.
- Experience creating and maintaining technical documentation, including SOPs, application configuration guides, runbooks, and troubleshooting procedures.
- Strong customer service and communication skills, including the ability to explain technical problems to nontechnical operational personnel and provide clear, proactive updates.
- Proven ability to work independently, identify and take ownership of problems, manage competing priorities, and influence improvements across technical and operational teams.
Preferred Skills:
- Bachelor's degree in Information Technology or a related discipline, or equivalent combination of education, certifications, training, and relevant experience.
- Experience supporting Motorola Spillman/Flex or other Computer-Aided Dispatch (CAD), Records Management (RMS), Jail Management (JMS), or comparable Public Safety systems.
- Practical experience with SQL and relational databases for application troubleshooting, data integrity investigations, and reporting.
- Familiarity with Linux, WinSCP, secure file transfers, and troubleshooting application integrations.
- Experience with PowerShell, VBScript, JavaScript, general scripting, cloud application administration, and/or ITIL practices.