Support Engineer

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

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

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

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

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