Senior Technical Support Analyst

Senior Technical Support Analyst

We are seeking an experienced Senior Technical Support Staff member to join our technical support efforts, with a particular focus on hosted solutions. This role is crucial for ensuring operational excellence and reliability across our suite of hosted customer applications, as well as providing general technical support. The ideal candidate will be a technical expert and a problem-solver, capable of managing complex technical issues.

• Comprehensive Technical Support:
  Provide advanced troubleshooting and problem resolution across all support inquiries, incorporating duties typical of Support Technicians such as handling support tickets, phone calls, and email requests.
• Hosted Solutions Expertise:
  Act as the primary point of contact for all issues related to hosted customer applications, including direct access and management of hosted databases and servers.
• Collaboration and Escalation:
  Work closely with Cloud Operations for customer application maintenance, including restarts, upgrades, configuration changes, and application settings adjustments. Serve as the escalation point for complex issues, including bugs and system performance concerns.
• Performance Monitoring and Management:
  Proactively monitor and troubleshoot performance issues for hosted clients, ensuring optimal functionality and addressing server crashes as they occur.
• Mentorship and Training:
  Act as a support team training resource, enhancing team capabilities and knowledge.
• Emergency Support:
  Provide 24/7 emergency support for hosted application emergencies, demonstrating readiness to address and resolve critical issues promptly.
• Strategic Liaison:
  Serve as the liaison between customer lifecycle teams and development, facilitating efficient communication and problem resolution.
• Continuous Improvement:
  Lead efforts in continuous process improvement, contributing to the development of best practices and innovative solutions for technical support challenges.

• Demonstrated expertise in technical support, with a strong focus on hosted or cloud-based solutions.
• Proficiency in server and database management, including an understanding of cloud infrastructure and performance monitoring.
• Exceptional problem‑solving skills and the ability to manage complex technical issues.
• Strong leadership capabilities, with experience in mentoring technical support teams.
• Excellent communication skills, able to articulate complex technical information to a variety of audiences.

• Bachelor’s degree, or equivalent work experience, in Information Technology preferred or related experience.
• 5+ years of technical support experience with web hosted, on‑premise and cloud‑based software applications.
• Understanding of various platforms (Java, HTML, SQL).
• Familiarity with report software such as Crystal Reports is a plus.
• Experience supporting Java applications.
• Experience in the justice field and terminology would be an asset.
• Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.

At this time, we are only able to consider candidates who are U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position.

• Competitive compensation based on skills, experience, and years of service.
• Quality medical, dental and vision coverage.
• Competitive paid time off as well as paid holiday time.
• 401(k) retirement (US) and GRRSP (CDN) programs.
• Book subscriptions with an extensive library in each office for personal and professional growth.
• Flexible working hours which can be coordinated with your supervisor.
• Ability to work from a remote location (e.g., home) or office.
• Personal meetings with direct managers approximately every four to six weeks to discuss career growth and advancement opportunities as well as other important issues.
• Travel opportunities between Journal Technologies offices and with clients.
• We provide technology that matters in the world, and we’re a stable employer comprised of quality people, with a commitment to investing in our people.

72,000 - 90,000 USD per year (Remote (United States))

72,000 - 90,000 USD per year (JTI Logan, USA)

72,000 - 90,000 USD per year (JTI Los Angeles, USA)