What are the responsibilities and job description for the Incident & Service Support Agent position at Knowmadics?
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
Prolonged periods of remaining in a stationary position at a desk and working on a computer.
Direct reports
None
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.
- 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.
- Assist with live product demonstrations, ensuring operational readiness and smooth delivery. Support demonstration logistics and system performance monitoring.
- Other duties as assigned.
- 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.
- Should be willing to work in a variety of settings as needed, including overnights, weekends, and holidays.
- Estimated travel: 0%
Prolonged periods of remaining in a stationary position at a desk and working on a computer.
Direct reports
None