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.
About the Role
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.
What You''ll Do
< dir="ltr">Technical Support
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
< dir="ltr">
Quality AssuranceWrite 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
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DocumentationWrite 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
Platform & Tech Environment
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
Requirements
< dir="ltr">Required
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)
< dir="ltr">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
What We Offer
$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
About CrossWind Technologies
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.
How to Apply
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.
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