Support Specialist II - Hybrid

The Company 

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

The Support Specialist II – Hybrid provides combined Tier 2 technical support and user enablement with moderate proficiency in both domains. They handle hardware diagnostics and system performance issues while also implementing complex features and customizing workflows, serving customers who need both technical resolution and advanced usage optimization.

What You'll Do

• Diagnose hardware-related issues and system performance problems
• Manage user access permissions across multiple systems
• Conduct initial investigation of backend database and logic issues
• Coordinate with technical teams while maintaining ticket ownership
• Implement complex features for specific customer workflows
• Customize solutions combining technical configuration and process optimization
• Deliver personalized training on both technical and functional aspects
• Create custom documentation covering technical setup and usage best practices
• Resolve issues requiring both technical fixes and user education
• Analyze problems to determine root cause (technical defect vs. knowledge gap)
• Develop solutions that address both system configuration and user adoption
• Provide comprehensive support for integration challenges
• Document resolutions that include both technical steps and usage guidance
• Participate in on-call rotation for after-hours support
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

• Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
• A minimum of 1-3 years of experience in technical support or business analysis
• Intermediate technical skills including SQL and system troubleshooting
• Familiarity and experience with software customization and workflow optimization
• Ability to handle both technical investigation and user training
• Strong analytical skills for complex problem-solving
• Excellent communication skills across technical and business contexts
• Ability to diagnose and resolve multi-faceted issues
• Capability to deliver both technical and educational support
• Strong context-switching between different support types
• Flexibility to handle diverse customer needs

Asset Qualifications:

• Experience in software implementation or consulting
• Certifications in both technical and business domains
• Knowledge of both ITIL and customer success methodologies
• Experience with system integration projects
• Project management experience

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center. 

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. 

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.  

Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.