QA & Technical Support Engineer
Not Disclosed•Full-TimeRemote
location_onRemote
About the Team
CrossWind Technologies builds Valcour Cloud Public Safety™, a 100% cloud-native, browser-based SaaS platform deployed statewide across Vermont. Serving 388 public safety agencies, the platform has maintained zero customer attrition since its first deployment in 2010. The company entered the public safety market in 2006 and launched Valcour in 2011 as the country's first fully cloud-native CAD/RMS platform. We are independently owned, operationally focused, and built for the long term. Vermont was not a pilot; it was a commitment. Every agency that adopted Valcour still runs on it today.
About the Role
This is a high-ownership, fully remote position designed for individuals who thrive without ticketing queue layers. You will work directly with engineers and the customer success team, owning three core functions: front-line technical support, release quality assurance, and technical documentation.
You will serve as the primary support contact for agency Designated Contacts, diagnosing issues across CAD, RMS, mobile, and reporting modules. Your day will involve reproducing and isolating bugs with sufficient detail for engineering to act on, while managing coverage within assigned shift windows. Beyond support, you will write and maintain test cases tied to real agency workflows, verify bug fixes, and collaborate directly with engineers on ambiguous defects. You will also translate technical changes into plain-language guidance through release notes, SOPs, and admin guides, building an internal knowledge base that covers workflows, integrations, and edge cases.
Public safety experience is a plus, but what matters most are strong technical instincts, precise written communication, and a methodical approach to finding and documenting problems. You will be part of a small senior team with direct engineering access, receiving on-the-job training on both the Valcour platform and the public safety domain.
Hiring Process
To apply, please send your resume and a brief cover note describing your QA and support background to our hiring team. In your cover note, include one specific example of a bug or support issue you reproduced and documented. Detail what the problem was, how you isolated it, and what you handed off to engineering.
Equal Opportunity
CrossWind Technologies, Inc. is committed to equal employment opportunity. We consider qualified applicants regardless of background.
Work location
Work model: Remote
Remote
Key Responsibilities
- check_circleProvide primary technical support for CAD, RMS, mobile, and reporting modules
- check_circleManage support coverage within assigned shift windows and escalate issues
- check_circleWrite and maintain test cases tied to real agency workflows
- check_circleVerify bug fixes and functional enhancements before release
- check_circleCollaborate directly with engineers on ambiguous defects
- check_circleWrite release notes and feature documentation in plain language
- check_circleMaintain configuration guides, SOPs, and training materials
- check_circleBuild and maintain an internal knowledge base for workflows and integrations
- check_circleIdentify patterns in recurring issues and surface them to the product team
- check_circleReproduce, isolate, and document software bugs for engineering teams
Requirements
- verified2+ years in technical support, QA, or combined role
- verifiedExperience with browser-based SaaS testing
- verifiedMust pass pre-employment screening and FBI/CJIS background check
- verifiedStrong written communication skills
- verifiedExperience writing or maintaining technical documentation
Nice to Have
Experience with public safety software (CAD, RMS, dispatch, or records). Background as a dispatcher, officer, or public safety records professional. Familiarity with CJIS compliance requirements or law enforcement agency workflows.
Benefits & Perks
check_circleHealth, dental, and vision insurancecheck_circlePaid time off and retirement plancheck_circleFlexible schedule within support coverage shift requirementscheck_circleFully remote work for U.S.-based employeesOn-the-job training on Valcour and the public safety domain
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Frequently asked questions about QA & Technical Support Engineer at CrossWind Technologies
What does a QA & Technical Support Engineer at CrossWind Technologies do?expand_more
Day-to-day, the QA & Technical Support Engineer at CrossWind Technologies will provide primary technical support for cad, rms, mobile, and reporting modules; manage support coverage within assigned shift windows and escalate issues; write and maintain test cases tied to real agency workflows; and verify bug fixes and functional enhancements before release.
What are the requirements for this QA & Technical Support Engineer role?expand_more
To qualify for the QA & Technical Support Engineer at CrossWind Technologies position, applicants should have: 2+ years in technical support, QA, or combined role; Experience with browser-based SaaS testing; Must pass pre-employment screening and FBI/CJIS background check; Strong written communication skills; and Experience writing or maintaining technical documentation.
Where is the QA & Technical Support Engineer role at CrossWind Technologies located?expand_more
QA & Technical Support Engineer at CrossWind Technologies is based in Remote. This is a remote role.
Is this QA & Technical Support Engineer job remote, hybrid, or on-site?expand_more
CrossWind Technologies has listed this QA & Technical Support Engineer role as remote.
How much experience is required for this QA & Technical Support Engineer role?expand_more
QA & Technical Support Engineer at CrossWind Technologies typically requires 2+ years of relevant experience at the mid level level.
What skills do you need for the QA & Technical Support Engineer role at CrossWind Technologies?expand_more
Key skills for QA & Technical Support Engineer at CrossWind Technologies include Ruby On Rails; React; Chrome Devtools; Network Inspection; Qa; Technical Support; Technical Documentation; and Cjis Compliance.
What category does the QA & Technical Support Engineer role belong to?expand_more
QA & Technical Support Engineer at CrossWind Technologies is part of the it job category on Recrutus.
About CrossWind Technologies
CrossWind Technologies operates within the public safety sector, providing the Valcour Cloud platform, a cloud-native Computer-Aided Dispatch and Records Management system. Designed specifically for public safety and enterprise security agencies, the solution integrates dispatching, incident reporting, analytics, mobile field operations, and public reporting portals into a single environment. The platform was developed through collaboration with officers, dispatchers, supervisors, and administrators to ensure it meets operational needs effectively.
The system is hosted at NLETS and adheres to CJIS-compliant security controls, supporting agencies of all sizes with rapid deployment and minimal IT overhead. Valcour Cloud is delivered as a turnkey solution requiring no servers, third-party implementation vendors, or hidden costs. It maintains a 99.99% uptime record and features continuous updates driven by user feedback. Since its initial deployment in 2010, the platform has recorded a documented 0% customer attrition rate. In 2025, the solution was recognized as the Public Safety Solution of the Year by GovCIO Outlook.
Browse more roles: All CrossWind Technologies jobs, it jobs on Recrutus.