Program Manager - HSI

Penlink is a technology company bringing clarity to complex data for people who need it now. We partner with law enforcement agencies across the United States, offering a software solution to manage data and aid investigators solving crimes. It sounds like a lot of data and analytics, but really, it’s about improving the world and keeping safe the places we call home.

Penlink is looking for a Program Manager to provide support and system administration services to a U.S. Federal government agency (the “client”) in support of Penlink software and systems.

As a Program Manager and product SME specializing in Law Enforcement Technology, you will be responsible for enhancing customer usage experience with Penlink software to achieve operational success, maintaining and optimizing software systems. Your day-to-day tasks will involve active health monitoring, system optimizations, acting as liaison between field users and agency program management, and troubleshooting to ensure the seamless operation of critical law enforcement technologies. The role requires a comprehensive understanding of various networking components, security standards, and Penlink software.

• Provide Tier 2 and Tier 3 Support, serving as the primary point of contact for the client, addressing their questions and providing guidance on using Penlink software.

• Conduct proactive health monitoring and system optimizations to prevent issues and enhance system performance.

• Assist to diagnose, troubleshoot, and resolve issues related to the Penlink software, ensuring minimal downtime and operational impact.

• Document issues and associated support activities in the Penlink CRM system (Salesforce) in a timely and thorough manner.

• Determine when to escalate issues to the Penlink team, providing detailed documentation on how to recreate the issue and the troubleshooting steps taken.