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Polaris Software
Polaris Software
51 – 200 Employees
GovernmentSaaSSoftware
Polaris Software develops software for local authorities and police forces. Its products, including LIBERATOR and STARTRAQ DOME, support licensing, offence management and operational workflows, helping public sector teams digitize services and reduce administrative work. The company’s tools also support customer interactions across multiple platforms.
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Support Engineer – Sitestream

Provide technical support and deployment assistance for Sitestream, Polaris Software’s managed traffic enforcement business. Troubleshoot software, hardware, infrastructure, and customer issues in a hybrid role based in Massachusetts.

USUnited StatesMAMassachusetts
$60,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredSupport Engineer
ITSMSQL

Description

  • Deliver first-line technical support to the Sitestream team.
  • Record, prioritise, and troubleshoot software and hardware tickets in Zendesk.
  • Resolve support cases within agreed service level targets.
  • Refer unresolved cases to Professional Services for further analysis and investigation.
  • Assist the Solution Architect with implementations.
  • Help manage in-house and outsourced citation printing.
  • Train clients and colleagues to use new and existing software applications.
  • Route technical issues and feature requests to the appropriate teams.
  • Help prepare technical documentation for installations, upgrades, and software fixes.
  • Assist the Account Manager with client support cases and requests for advice.
  • Support internal infrastructure and field application deployments.
  • Follow information security and quality policies.
  • Monitor first response and resolution times, customer satisfaction, ticket backlog, and self-service deflection.

Requirements

  • Experience using IT service management or CRM tools to log and track cases.
  • Experience with configurable platforms, workflow engines, or enterprise software.
  • Strong troubleshooting ability across hardware, software, networking, and server-side issues.
  • Strong technical and written communication skills.
  • Ability to explain technical issues to non-technical users.
  • Knowledge of Windows Server technologies, including RDP, IIS configuration, server roles, Microsoft 365.
  • Some SQL Server database knowledge is preferred but not required.
  • Existing authorization to work in the United States.
  • Ability to pass a comprehensive background check, including fingerprinting.

Benefits

  • Health and dental insurance through BlueCross BlueShield, with an 80:20 contribution model.
  • 401(k) plan.
  • Annual salary of $60,000.
  • Vision insurance.
  • Long-term disability and AD&D coverage.
  • 20 days of paid time off for a full year.
  • Life insurance.
  • Employee assistance program.
  • Community Day.
  • Moment in Time Day.
  • Federal paid holidays.

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