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 and general technical support. The ideal candidate will be a technical expert, and a problem-solver, capable of managing complex technical issues.
Responsibilities:
- 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, 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 support, configuration teams, and development, facilitating efficient communication and problem resolution. Manage caseloads and provide final escalation support within the direct support team.
- Continuous Improvement: Lead efforts in continuous process improvement, contributing to the development of best practices and innovative solutions for technical support challenges.
Knowledge, Skills, and Abilities:
- 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.
Requirements:
- Minimum 5 years of experience in technical support, with at least 2 years in a senior role, preferably within a hosted solutions environment.
- Deep technical proficiency, including knowledge of SQL, Java, HTML, and scripting languages such as Groovy or JavaScript.
- Experience in the justice sector or similar fields is highly regarded, as is familiarity with justice-related terminology and processes.
The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned. The above statements describe the general nature and level of work being performed in this job function. They are not intended to be an exhaustive list of all duties; additional responsibilities may be assigned.
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.
Why Journal Technologies?
Visit www.journaltech.com/careers for more information, but highlights include:
- 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.
- Annual professional development funds - $1,500 USD annual per employee.
- Book subscriptions with an extensive library in each office for personal and professional growth.
- Flexible working hours which you can coordinate with your supervisor.
- Ability for employees 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 issues important to the employees.
- Travel opportunities between Journal Technology 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.