Incident & Service Support Agent

Knowmadics, Inc • Full-time • Herndon, VA, US • 3m ago

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

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.

Secondary Role: 24/7/365 Product Support

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.

Tertiary Role: Product Demonstration Support

Assist with live product demonstrations, ensuring operational readiness and smooth delivery. Support demonstration logistics and system performance monitoring.

Other duties as assigned.

Qualifications

High School Diploma

Background Check Required – Security Clearance Eligible

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.

Working conditions

Should be willing to work in a variety of settings as needed, including overnights, weekends, and holidays.

Estimated travel: 0%

Physical requirements

Prolonged periods of remaining in a stationary position at a desk and working on a computer.

Direct reports

None

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