CrossWind Technologies, Inc.

Provide front-line technical support, perform release QA testing, and create technical documentation for a cloud-native SaaS platform. | Requires 2+ years in technical support or QA, strong bug documentation skills, technical writing experience, and ability to work independently in a remote 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. 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 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 Quality Assurance • 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 Documentation • 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 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 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) 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.