System Alert Monitor

SafePointe offers state-of-the-art technology solutions for security and threat detection. The company’s Alert Review Center (ARC) operates 24 hours a day and 7 days a week and serves as the central hub for monitoring specialized weapon detection systems at client locations. Within the ARC, real-time system alerts are received, analyzed, and triaged by a team of Alert Review Specialist; providing clients with immediate actionable information focused on public safety. Daily, the alert determinations generated by Specialist are used to help client staff, security, and law enforcement with the critical mission of stopping the ingress of unauthorized firearms at both public and private locations.

Essential Duties/Responsibilities:

Analyze and triage real-time alerts from client locations using proprietary software tools to assess potential weapon threats.
Apply critical thinking to evaluate alert images and videos based on behavioral indicators and known threat patterns.
Assign accurate threat levels following ARC Standard Operating Procedures (SOPs).
Maintain situational awareness while managing multiple alert streams across client sites.
Respond to alerts within defined time thresholds to ensure timely and effective client response.
Collaborate with ARC managers and peers to escalate uncertain or high-risk alerts for further review.
Uphold confidentiality standards and remain impartial when reviewing sensitive content.
Participate in ongoing training, calibration, and performance assessments to ensure consistent alert classification.
Identify and flag system or procedural anomalies to support quality assurance and operational improvement.
Demonstrate professionalism and reliability in a high-volume, high stakes monitoring environment.
Ability to integrate technology into daily work to enhance productivity and efficiency

Tier 1 Support

Serve as the initial point of contact for clients using the weapons detection system via phone, email, chat or support ticketing system.
Provide real-time support to address questions related to alert misclassifications, system functionality, and basic troubleshooting.
Triage and escalate to a higher level of support as necessary

*Note: training will be provided as part of employment for this position and all new employees will be required to complete an introductory period.

Minimum Qualifications:

Must be at least 18 years old (or meet the minimum age required by applicable state laws).
High school diploma or GED required; post-secondary education preferred.
Successful completion of a background check is required.
Strong attention to detail with the ability to maintain focus over extended monitoring periods.
Familiarity with AI tools or willingness to learn and use AI tools for workflow and other job related responsibilities
Excellent verbal and written communication skills.
Proficient with computers; ability to navigate web-based applications and learn proprietary systems quickly.
Ability to follow verbal and written instructions, procedures, and operational workflows accurately.
Ability to work independently while also contributing to team objectives.
Must be able to work in-office at a designated ARC location (Fremont, CA)
Flexibility to support a 24/7/365 operational schedule, including weekends and holidays.

Location: Onsite, Orlando, Florida

Travel: 10%

Preferred experience in:

Customer service or call center environments
Security operations or surveillance monitoring
Law enforcement, military, or emergency dispatch roles

Working Conditions/Environment

The work environment involves everyday risks and/or discomfort that require normal safety precautions, typical of offices and training rooms. Work areas have adequate lighting, heating, and ventilation. The work requires prolonged periods of sitting and/or standing and watching online real time video. Alert Review Specialist must be able to remain alert and attentive while sitting or standing at a computer workstation for most of their shift.

Other Significant Facts

This is a full-time position, working five (5) days per week onsite in a secure office environment and is designated as essential. The incumbent may be required to stay at work during a declared emergency or any other time as designated by the Director, Alert Review Center, or his/her designee. This office operates 24 hours a day, 7 days a week and the incumbent will be required to work flexible and/or rotating 8-hour shifts. Shifts could be altered and/or extended at any time with notice. The incumbent must be able to work all shifts, holidays, and weekends; mandatory overtime may be required.

Note: The Company reserves exclusive right in its sole discretion to modify, adjust, delete, add or otherwise change the above at any time.

SoundThinking provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, SoundThinking complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. SoundThinking maintains a drug-free workplace policy.

SoundThinking expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of SoundThinking’s employees to perform their job duties may result in discipline up to and including discharge. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact SoundThinking at careers@soundthinking.com for assistance.

The above salary is based on a good faith estimate made at the time of publication and may be modified in the future. The pay offered to a candidate may vary within this range depending on factors such as education, experience, and geographic location.

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