About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance
Explore our passion for discovery.
Global organizations, including law enforcement agencies, government entities, and enterprise customers, rely on our solutions to address complex data and investigative challenges. Our team is dedicated to helping customers reduce risk, improve operational efficiency, and uncover critical insights through innovative technology.
We foster a collaborative, adaptable, and customer-focused culture where employees are empowered to drive change, solve meaningful problems, and work alongside talented professionals across Engineering, Sales, Product, and Support teams. With customers in more than 100 countries, we are committed to delivering exceptional service and continuous innovation.
About the Role
We are seeking a Technical Support Specialist – Law Enforcement Solutions to provide expert application and technical support for law enforcement customers. In this role, you will serve as a trusted advisor to agencies, helping them successfully maintain, configure, and optimize mission-critical software applications.
You will work directly with customers to resolve technical issues, configure system settings, troubleshoot data exports, and support software implementations. This position requires close collaboration with Engineering, Product, and Sales teams to ensure customer success and continuous process improvement.
Work Schedule: Monday–Friday, 11:00 a.m. – 8:00 p.m. EST
Responsibilities
- Provide technical support and troubleshooting for law enforcement software applications and related systems.
- Respond to customer inquiries and service requests via email and other support channels.
- Communicate directly with law enforcement agencies to resolve technical and operational issues.
- Configure customer environments using administrative software tools to meet agency requirements.
- Investigate and resolve data export and application-related issues.
- Handle escalated customer service and technical support cases.
- Perform network configuration, workstation installations, and COMM server configuration for TSA-related positions.
- Assist customers with software installation, configuration, and training activities.
- Analyze, diagnose, troubleshoot, and support hardware and software configurations for DORS, RAR, and Command Center applications.
- Develop and maintain training materials that enable customers to maximize system effectiveness and end-user support capabilities.
- Partner with Engineering and Sales teams to streamline support processes and improve customer outcomes.
- Participate in product launch readiness activities and customer deployment planning.
- Serve as a subject matter expert for supported platforms, product enhancements, and system changes through ongoing collaboration with product owners and management.
- Associate degree, technical/vocational degree, or equivalent experience.
- Minimum of 2 years of customer service experience in a contact center or technical support environment.
- Minimum of 2 years of law enforcement experience (sworn or non-sworn), or 2 years of experience supporting Police Records Management Systems (RMS) or similar public safety applications.
- Military experience of 4 years may be considered in lieu of law enforcement experience.
- Experience supporting web-based applications and enterprise software solutions.
- Knowledge of law enforcement operations, objectives, and technology requirements.
- Experience with Records Management Systems (RMS) and related law enforcement applications.
- Proficiency with Microsoft Office and Windows-based business applications.
- Familiarity with HTML, XML, and networking technologies, including VPNs.
- Proven troubleshooting, diagnostic, and problem-solving skills.
- Experience with software installation, configuration, and system support.
- Exceptional customer service and relationship management skills.
- Excellent written and verbal communication abilities.
- Proven presentation and training skills with the ability to educate technical and non-technical audiences.
- Ability to manage multiple priorities in a fast-paced environment.
- Proven ability to collaborate cross-functionally with technical and business stakeholders.
- Self-motivated, adaptable, and committed to delivering outstanding customer experiences.
We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.
We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120.
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We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
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Skills Required
- Associate degree, technical/vocational degree, or equivalent experience.
- Minimum of 2 years of customer service experience in a contact center or technical support environment.
- Minimum of 2 years of law enforcement experience (sworn or non-sworn), or 2 years supporting Police RMS or similar public safety applications (military experience of 4 years may be considered).
- Experience supporting web-based applications and enterprise software solutions.
- Knowledge of law enforcement operations, objectives, and technology requirements.
- Experience with Records Management Systems (RMS) and related law enforcement applications.
- Proficiency with Microsoft Office and Windows-based business applications.
- Familiarity with HTML, XML, and networking technologies, including VPNs.
- Proven troubleshooting, diagnostic, and problem-solving skills.
- Experience with software installation, configuration, and system support.
- Exceptional customer service and relationship management skills.
- Excellent written and verbal communication abilities.
- Proven presentation and training skills for technical and non-technical audiences.
- Ability to manage multiple priorities in a fast-paced environment.
- Proven ability to collaborate cross-functionally with technical and business stakeholders.
- Self-motivated, adaptable, and committed to delivering outstanding customer experiences.
RELX Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about RELX and has not been reviewed or approved by RELX.
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Retirement Support — Retirement support is positioned as a meaningful part of total rewards through a 401(k) plan with matching contributions, alongside other financial protections such as life and disability coverage. Tuition reimbursement and share purchase access further broaden the financial value of the package beyond base salary.
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Leave & Time Off Breadth — Leave and time off breadth appears strong, with generous vacation allowances, mental health days, and options like sabbaticals and tiered PTO by tenure. Parental and caregiving leaves are described in detail, reinforcing time-away benefits as a standout component of the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing and lifestyle benefits are supported by offerings such as mental health support (e.g., app access), EAP resources, gym-related perks, and wellness incentives. Flexible working hours and related work-life supports add to the perceived day-to-day value of benefits.
RELX Insights
What We Do
RELX is a global provider of information-based analytics for professional and business customers across industries. We help scientists make new discoveries, doctors and nurses improve the lives of patients and lawyers win cases. We prevent online fraud and money laundering, and help insurance companies evaluate and predict risk. Our events enable customers to learn about markets, source products and complete transactions. In short, we enable our customers to make better decisions, get better results and be more productive. We do this by leveraging a deep understanding of our customers to create innovative solutions which combine content and data with analytics and technology in global platforms. RELX serves customers in more than 180 countries and has offices in about 40 countries. It employs approximately 30,000 people of whom almost half are in North America. We operate in four major market segments: Scientific, Technical & Medical; Risk & Business Analytics; Legal; and Exhibitions.
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