Responsibilities

The Customer Support Engineer will support our Public Safety mission-critical software applications and will be the primary liaison between our end users, the North American Octave business unit, and our product development organization. They will have a keen understanding of Octave’s product offerings, be able to investigate, diagnose, and solve complex technical problems while communicating our value to the Public Safety industry.

• Provide high-quality phone, web, and email support focusing on North American Octave Customers
• Perform extensive troubleshooting of key software and hardware components
• Be able to replicate complex customer issues
• Conduct customer care review calls to discuss current open issues
• Work onsite at customer locations 2 days per week (additional days as needed) in the Fort Myers / Lee County, FL area
• Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary
• Train customers in system operation and software functionality
• Keep abreast of new company products and services
• Contribute to team effort by accomplishing related results as needed
• Perform other reasonable and related duties
• The Company reserves the right to change duties at any time

#LI-RM  #LI-REMOTE

Education / Qualifications

• A passion for client success
• A passion to communicate and respond rapidly to client concerns and maintaining a quality flow of update information during the resolution process
• 2-4 years of customer service experience is a plus, but not required
• General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases
• Readiness to learn new technologies at lightning speed
• Able to work at local customer locations 2 days per week with additional onsite days as needed
• First Responder or Public Safety experience highly preferred
• Located in the Fort Myers / Lee County, FL area.

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle — Design, Build, Operate and Protect — where performance, safety, and reliability are non-negotiable and failure is not an option. 

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most. 

Octave has approximately 7,200 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn. 

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.