QA & Technical Support Engineer

CrossWind Technologies builds Valcour Cloud Public Safety™ — a 100% cloud-native, browser-based SaaS platform deployed statewide across Vermont, serving 388 public safety agencies. We have had zero customer attrition since our first deployment in 2010.

This is a high-ownership, fully remote role working directly with engineers and the customer success team — no ticketing queue layers. You will own three functions:

• Front-line technical support across CAD, RMS, mobile, and reporting modules

• Release QA — functional and UX testing of engineering''s release candidates

• Technical documentation — release notes, SOPs, admin guides, and knowledge base

Public safety experience is a plus, not a requirement. What matters: strong technical instincts, precise written communication, and a methodical approach to finding and documenting problems.

• Primary support contact for agency Designated Contacts only — diagnosing issues across CAD, RMS, mobile, and reporting

• Reproduce, isolate, and document bugs with sufficient detail for engineering to act on

• Manage coverage within assigned shift windows; escalate when engineering intervention is needed

• Identify patterns in recurring issues and surface them proactively to the product team

• Write and maintain test cases tied to real agency workflows, not just feature specs

• Verify bug fixes and functional enhancements; confirm resolved issues are closed cleanly before release

• Collaborate directly with engineers on ambiguous defects

• Write release notes and feature docs that translate technical changes into plain-language guidance

• Maintain configuration guides, SOPs, and training materials for agency administrators

• Build and maintain an internal knowledge base covering workflows, integrations, and edge cases

• 100% browser-based SaaS — Chrome, Firefox, Edge; no on-premise footprint

• Ruby on Rails/React stack

• Hosted at NLETS with geographically mirrored sites; 99.99% uptime SLA

• Continuous deployment — incremental releases, not quarterly cycles

• CJIS-compliant; SoftToken MFA; role-based access controls

• 2+ years in technical support, QA, or a combined role — SaaS environment preferred

• Demonstrated ability to reproduce and document software bugs with precision

• Strong written skills — clear for both end users and engineers

• Experience writing or maintaining technical documentation (release notes, SOPs, user guides)

• Comfortable working independently within a remote, asynchronous team

• Must pass a pre-employment screening and FBI/CJIS background check

• Experience with browser-based SaaS testing (Chrome DevTools, network inspection)

• 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

• $60K–$80K salary depending on experience

• Health, dental, and vision insurance

• Paid time off and retirement plan

• Flexible schedule within support coverage shift requirements

• Fully remote — U.S.-based

• Small senior team; direct engineering access

• On-the-job training on Valcour and the public safety domain

CrossWind Technologies has been building high-availability software for demanding environments for decades. We entered the public safety market in 2006 and launched Valcour — the first fully cloud-native CAD/RMS platform in the country — in 2011. 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.

Send your resume and a brief cover note describing your QA and support background to:

In your cover note, include one specific example of a bug or support issue you reproduced and documented — what the problem was, how you isolated it, and what you handed off to engineering.

CrossWind Technologies, Inc. is committed to equal employment opportunity.