{"id":2400504,"url":"https://alion.io/job/penlink-software-support-analyst-2","title":"Software Support Analyst","company":{"id":66367,"name":"Penlink","domain":"penlink.com","url":"https://alion.io/company/penlink","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Comeet","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lincoln, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":41000,"max_usd":81000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":475},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-12T20:50:58Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-17T15:08:51Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Description\nThe Software Support Analyst is accountable for providing our clients with exceptional support in their mission of fighting wrongdoing. This position will be responsible for ensuring all support inquiries are researched, resolved, and documented with speed and accuracy.\nThis is an on-site position located in Lincoln, NE.\nYOUR RESPONSIBILITIES\nProviding exceptional service to our Law Enforcement clients via phone and email. \nDocumenting all client interactions within our CRM system, including communications (phone or email), reported issues, questions, feature suggestions, and task requests. \nServing as a front-line representative of Penlink for on-demand assistance to clients. \nTroubleshooting issues within the software/OS using a mixture of existing documentation and logical thought processes. \nDetermining when it is necessary to escalate support tickets via predefined team escalation procedures. \nCollaborating with other teams to drive solutions, including Development, Product Management, Sales, and Marketing. \nManaging expectations while encouraging positive sentiment toward Penlink products and services. \nAdhering to team and company processes. \nUtilizing team and company systems. \nOther duties as assigned.\nYOUR COMPETENCIES\nBecome an expert. \nSimply knowing how to use our software won’t cut it in this career. Understanding the client’s end goal and working backwards from there, utilizing expertise of software workflows and general reasoning skills is how you will help bring success to clients’ missions! \nSolve complex issues. \nOur clients rely on us to keep their systems healthy. Be an outside-the-box thinker. Be willing to fix issues by following previously documented steps, but also be ready to tackle issues that have never been encountered. Your ability to creatively resolve to these problems and document the fixes is paramount. \nBe an excellent communicator. \nWe communicate with Intel Analysts, Case Agents, Wireroom Supervisors, and System Administrators daily. Knowing how to communicate clearly and appropriately to each client is key to building a successful relationship. \nRequirements\nYOUR EDUCATION & EXPERIENCE\nCompetent with Windows OS and Microsoft Office Suite. \n1+ year of customer service or related experience. \nAbility to quickly learn new applications and workflows. \nPrior experience in the tech industry preferred. \nOracle or SQL experience is a plus.","description_format":"text","description_chars":2423,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Law Enforcement"],"lifecycle":[{"event":"open","at":"2026-10-12T23:27:39Z"}],"visa":[],"liveness":{"score":87,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.873,"p_room":1,"age_days":4,"expected_fill_days":23,"reasons":["conf:0","velocity","win:early","comp:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/penlink-software-support-analyst-2","json_url":"https://alion.io/job/penlink-software-support-analyst-2.json","meta":{"generated_at":"2026-10-17T16:13:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":22214,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":66367},"rest":"https://alion.io/mcp/rest/get_company?id=66367"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpenlink-software-support-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpenlink-software-support-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpenlink-software-support-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/penlink-software-support-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpenlink-software-support-analyst-2"}]}