Job Description

About Fluent Software Group & WSI Technologies

Fluent Software Group is one of Valsoft Corporation’s operating groups, a global leader in acquiring and operating vertical market software companies. Fluent focuses on businesses serving specialized industries, where focus and expertise matter most. We provide a permanent home for founders and their teams, ensuring their companies continue to thrive while gaining access to resources, technology, and operational playbooks that accelerate sustainable growth.

About the Role

The Field Technician plays a critical role in delivering high-quality installations and technical support for WSI Technologies’ (a Valsoft/Fluent Software company's) suite of mission-critical recording solutions. This customer-facing role ensures systems perform reliably across enterprise, public safety, and government environments.

You will lead onsite deployments, configure systems, troubleshoot complex issues, and maintain customer SLAs—directly contributing to customer satisfaction, operational efficiency, and overall business performance.

Key Responsibilities

Installation & Configuration

• Perform onsite and remote installations of WSI solutions, including servers, applications, and recording infrastructure.
• Configure Microsoft desktop/server OS, virtualization platforms, and network-connected equipment.
• Execute data center tasks (server racking, cabling, wiring, hardware testing) to ensure optimal system performance.

Troubleshooting & Support

• Provide timely technical support in line with customer SLAs with clear, proactive communication.
• Diagnose and resolve issues across hardware, software, networking, and the WSI product ecosystem.
• Document all actions, findings, and resolutions for both internal teams and customer visibility.

Customer Communication

• Communicate professionally via phone, email, messaging platforms, and onsite interactions.
• Coordinate installation schedules, provide progress updates, and set clear expectations.
• Relay relevant status information to Field Services, Support, Project Management, and other internal stakeholders.

Process & Product Improvement

• Continuously expand knowledge of WSI products, Windows infrastructure, networking, and call-recording systems.
• Provide feedback to improve documentation, installation processes, and product reliability.
• Contribute to reduced deployment timelines, faster revenue recognition, and stronger customer retention.

Who You Are

You are a proactive, customer-centric technical professional who thrives in dynamic environments. You enjoy hands-on problem solving, working directly with customers, and collaborating with internal teams.

You remain calm and clear-headed during urgent situations and take pride in delivering exceptional service with accuracy and consistency.

You likely demonstrate:

• Strong troubleshooting instincts and a systems-thinking mindset.
• Excellent communication skills with the ability to simplify technical concepts.
• A growth mindset fueled by continuous learning.
• Reliability, ownership, and exceptional attention to detail.

Qualifications

• Experience with phone recording software/hardware preferred.
• Experience with multi-platform Windows OS required.
• Strong analytical and troubleshooting skills across hardware, software, and networking.
• Experience troubleshooting network communication and connections.
• Strong time-management and communication skills.
• Experience with ITSM ticketing tools (e.g., ServiceNow or similar).
• Active Directory and Exchange experience preferred.
• Ability to work on ladders for wiring/cabling during installs and repairs.
• Ability to routinely lift up to 70 lbs of equipment.
• Relevant certifications highly desired:
• NICE or other telephony systems
• CompTIA A+, Network+, Server+, Security+
• Microsoft Certified IT Professional (MCITP)
• CCNA
• Bachelor’s degree in Computer Science, Engineering, Mathematics, Business, or related field preferred.
• Ability to travel up to 80–85%.
• Must pass government site clearance background check.

Nice-to-Haves

• Experience in public safety, law enforcement, or mission-critical system environments.
• Prior field engineering or onsite customer-support experience.
• Familiarity with call-recording ecosystems or telephony systems.

What’s In It for You

• High Autonomy, High Impact: Operate independently and influence outcomes across critical customer environments.
• Career Growth: Opportunities to expand into integration, operational excellence, and cross-company collaboration within a rapidly growing software group.
• Culture of Learning: Strong commitment to continuous improvement and professional development.
• Collaborative, Entrepreneurial Environment: Work alongside leaders across multiple industries—no two days are the same.
• Comprehensive Benefits & Perks: Health, dental, and vision coverage, paid time off, and more.
• Employee Events & Team-Building: Regular opportunities to connect across our global network.

Join us and help scale companies the right way—without losing their entrepreneurial edge. At Valsoft and Fluent, you’ll have an impact from Day 1.

#WSI