Dedicated Support Engineer

Penlink

RemotePosted July 29, 2026

About the role

Penlink is a technology company that helps law enforcement agencies manage data and investigations. We partner with U.S. federal agencies to provide software solutions for data management and case work. We are looking for a Dedicated Support Engineer to deliver technical support and system administration for a U.S. Federal government agency client. This is a fully remote role focused on maintaining and optimizing Penlink software and related systems.

Dedicated Support Engineer

Penlink

RemotePosted July 29, 2026

About the role

Penlink is a technology company that helps law enforcement agencies manage data and investigations. We partner with U.S. federal agencies to provide software solutions for data management and case work. We are looking for a Dedicated Support Engineer to deliver technical support and system administration for a U.S. Federal government agency client. This is a fully remote role focused on maintaining and optimizing Penlink software and related systems.

Responsibilities

Provide technical support and troubleshooting; act as the primary contact for the agency and guide users on Penlink software
Proactive health monitoring and performance optimization to prevent issues
Diagnose, troubleshoot, and resolve issues to minimize downtime; document issues in Salesforce
Escalate issues with detailed reproduction steps when needed
Perform routine system administration including user management, configuration, change management, and applying updates to customer cloud environments
Maintain security and performance of application-related systems; manage network components including VPNs and ensure compliance with security standards
Serve as a technical liaison between agency personnel and Penlink; generate monthly usage and service reports
Participate in regular program calls; collect client feedback and relay to internal teams (Development, Product, Sales)

Responsibilities

Provide technical support and troubleshooting; act as the primary contact for the agency and guide users on Penlink software
Proactive health monitoring and performance optimization to prevent issues
Diagnose, troubleshoot, and resolve issues to minimize downtime; document issues in Salesforce
Escalate issues with detailed reproduction steps when needed
Perform routine system administration including user management, configuration, change management, and applying updates to customer cloud environments
Maintain security and performance of application-related systems; manage network components including VPNs and ensure compliance with security standards
Serve as a technical liaison between agency personnel and Penlink; generate monthly usage and service reports
Participate in regular program calls; collect client feedback and relay to internal teams (Development, Product, Sales)

Requirements

United States citizenship; located in the United States; ability to obtain US government clearances
College degree in Information Technology, Computer Science, or related field or equivalent work expe

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