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i2 Group, a Harris Computer company, is seeking a Director, APAC Sales on a full-time, permanent, remote basis, with frequent travel predominantly across Australia (approximately 50%).

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i2 Group, a Harris Computer company, is seeking a Product Manager to help shape the evolution of our product portfolio and deliver innovative solutions that meet our customers' current and emerging mission requirements. Product Managers at i2 work collaboratively across the business to define product strategy, prioritize investments, and ensure product development aligns with overall business objectives. The successful candidate will develop a deep understanding of customer use cases, industry trends, and market opportunities, providing critical input into product roadmaps while supporting go-to-market activities and stakeholder engagement.

Key Responsibilities

• Develop, refine, and communicate product vision, strategy, and roadmaps aligned with customer needs and business objectives.

• Take ownership of product capabilities and initiatives, leading them from concept through delivery and adoption.
• Work closely with development and design teams to manage product backlogs, define requirements, and make informed prioritization decisions.
• Collaborate across the business with software development, sales, marketing, customer success, services, and support teams to deliver successful product outcomes.
• Engage regularly with customers, partners, and stakeholders to understand operational challenges, validate product concepts, and gather feedback to inform product direction.
• Conduct market research and competitive analysis to identify trends, opportunities, and emerging technologies relevant to our markets.
• Build and maintain relationships with external partners, technology providers, and industry stakeholders where appropriate.
• Support product launches and go-to-market activities through product positioning, messaging, demonstrations, and customer-facing presentations.
• Represent i2 at industry events, conferences, customer meetings, and workshops.
• Use data, customer insights, and business outcomes to evaluate product performance and guide future investment decisions.
• Lead through influence, bringing together cross-functional teams to achieve shared objectives in a fast-paced and evolving environment.

Skills and Experience

The ideal candidate will demonstrate:

• Experience in software product management, product ownership, or a related role.
• Strong understanding of product lifecycle management, agile development practices, and backlog prioritization.
• Ability to balance strategic thinking with attention to detail and execution.
• Excellent communication and presentation skills, with the confidence to engage effectively with customers, partners, executives, and technical teams.
• Experience gathering customer requirements and translating them into actionable product plans.
• Strong analytical and problem-solving skills, with the ability to make informed decisions in ambiguous situations.
• Experience working cross-functionally and influencing stakeholders without direct authority.
• A customer-centric mindset and passion for creating products that solve real-world problems.
• Willingness to travel as required to support customers, partners, and business activities.

Desirable Qualifications:

• Experience supporting public safety, national security, defense, corporate security, or intelligence-related markets.
• Working knowledge of i2 products or comparable intelligence analysis software.
• Experience working with data integration, analytics, or investigative technologies.
• Commercial and partner management experience.
• Ability to speak and write Spanish to support engagement with customers and partners in Spanish-speaking markets

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Technical Software Support Engineer Job Specification

i2 provides advanced intelligence analysis solutions that help organizations extract actionable intelligence from large volumes of data. i2 software supports customers across law enforcement, defense, national security, and commercial sectors in areas including criminal investigation, fraud detection, and threat analysis.

Job Summary: The Technical Software Support Engineer is responsible for providing technical assistance and support to end-users related to i2 software applications, resolving technical issues, and ensuring optimal performance of i2 software. This role involves direct interaction with customers, diagnosing and troubleshooting software problems, and collaborating with development teams to enhance software functionality.

The successful candidate will be an experienced support professional who is comfortable taking ownership of complex technical and customer-facing issues and working collaboratively within a geographically distributed international support team.

Key Responsibilities:

Technical Support:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.
• Diagnose and troubleshoot software issues reported by end-users.
• Provide step-by-step technical assistance to resolve application problems.
• Support enterprise software applications across complex customer environments.

Issue Resolution:

• Identify, document, and resolve software bugs and issues.
• Take ownership of complex or escalated technical issues, coordinating with Development, QA (Quality Assurance), and Product teams as appropriate to drive issues towards resolution.
• Escalate issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.

Customer Service:

• Maintain a high level of customer satisfaction through courteous and efficient handling of support requests.
• Provide regular updates to customers regarding the status of their support tickets.
• Conduct follow-up communications to ensure customer issues are resolved to their satisfaction.

Documentation:

• Document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Create and update knowledge base articles and technical documentation for internal and external use.
• Maintain accurate records of customer interactions and support activities.

Collaboration:

• Work closely with development, QA (Quality Assurance), and Product teams to provide feedback on recurring issues and suggest improvements.
• Participate in team meetings and training sessions to stay updated on new features, tools, and best practices.
• Support the coordination of day-to-day team activities when required, helping to maintain effective customer coverage and prioritization of support requests.
• Provide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.

Continuous Improvement:

• Identify trends in support requests and recommend solutions to improve software performance and user experience.
• Stay current with the latest industry trends, software updates, and support best practices.
• Contribute to the ongoing development of team processes, technical knowledge, and support practices.
• Other duties as assigned.

Qualifications:

Education:

• Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience. (Essential).
• Relevant certifications (e.g., ITIL, Microsoft Certified) are a plus.

Experience:

• Proven experience in a technical support or help desk role. (Desirable)

• Experience supporting enterprise software applications in complex customer environments. (Desirable)

• Experience with software troubleshooting and diagnostic tools. (Desirable)
• Familiarity with ticketing systems and customer support software (e.g., Salesforce, JIRA). (Desirable)
• Familiarity with i2 Software. (Desirable)
• Previous experience in a senior, lead, mentoring, or coordinating role within a technical support environment. (Desirable)

Technical Skills:

• Proficiency in operating systems (Windows, macOS, Linux). (Desirable)
• Knowledge of relational database systems (MS SQL, MS Access, DB2, Postgres, or Oracle) (Desirable)
• Understanding of networking fundamentals and protocols. (Desirable)

• Ability to troubleshoot technical issues involving enterprise applications, operating systems, databases, and network environments. (Desirable)

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical abilities.

• Ability to work independently and collaboratively as part of a geographically distributed international team.
• Ability to provide guidance and support to colleagues, promoting effective knowledge sharing and collaborative problem solving.
• Demonstrates sound judgement, initiative, and confidence when taking ownership of complex technical or customer-facing situations.
• Strong organizational skills with the ability to prioritize competing customer and technical requirements.

• Patience and a positive attitude when dealing with challenging customer situations.

Work Environment:

• Remote work environment.
• The role requires participation in scheduled weekend support coverage on an occasional basis.

Salary Range:

The hiring range for this role is $80,000 to $100,000 USD per year. Final compensation will be based on experience, skills, market conditions, and internal equity.