Intermediate Technical Support Analyst

Journal Technologies•Los Angeles, CA

93d•$55,000 - $72,000

About The Position

Journal Technologies is seeking a Technical Support Analyst to provide technical software support and help customers resolve issues with its products and services. The role calls for strong communication, analytical, and critical-thinking skills, the ability to work independently on complex problems, and a commitment to exceptional customer service. The successful candidate enjoys investigating difficult technical problems and persisting until a solution is found. The analyst supports customers through telephone, email, and a support portal; troubleshoots software issues; tracks tickets and escalations through resolution; and collaborates with Product and Professional Services staff. The role also involves maintaining accurate Knowledge Base documentation, keeping customers updated, staying current with product changes, and contributing to process improvements. Scheduled weekly on-call assignments provide after-hours emergency support, and occasional travel to customer sites may be assigned. Candidates must be Canadian or U.S. citizens or permanent residents. The employer cannot provide visa sponsorship or work authorization support. Compensation is based on skills, experience, years of service, qualifications, geographic location, and internal compensation considerations. The posted salary range is described as a good-faith estimate, but no specific range is provided.

Requirements

Certificate or diploma in Information Technology, preferred, or equivalent related experience.
At least 2 years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications.
Working knowledge of platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
Experience using SQL queries and basic development with PL/SQL or Transact-SQL to assist with troubleshooting and reporting.
Hands-on experience supporting Java applications, including troubleshooting and maintenance.
Experience providing technical support to remote customers.
Excellent verbal and written communication skills.
Ability to manage multiple concurrent tasks.
Ability to work with internal stakeholders to ensure issue resolution.
Commitment to customer success.
Ability to thrive in changing conditions and offer new ideas and approaches to problems.
Ability and interest in investigating complex systems to identify underlying issues.
Must be a Canadian or U.S. citizen or permanent resident; visa sponsorship and work authorization support are unavailable.

Nice To Haves

Familiarity with scripting languages such as Groovy or JavaScript.
Exposure to reporting tools such as Crystal Reports.
Familiarity with the justice field and its terminology.
Experience working within Agile teams or formal training in Scrum or Agile methodologies.

Responsibilities

Respond promptly to customer support requests by telephone, email, and support portal.
Troubleshoot and resolve software and technical issues using established methods, escalating issues that cannot be resolved within defined guidelines.
Track escalated tickets and ensure follow-up and resolution within service level agreements.
Collaborate with Product and Professional Services staff to help resolve escalated issues.
Prioritize, log, and track issues through resolution, documenting them accurately in the support Knowledge Base.
Keep customers informed about ticket status through approved channels, including phone, email notifications, and portal updates.
Stay current with product changes and updates by participating in training and reviewing release documentation.
Identify recurring issues and recommend procedural adjustments to improve support processes.
Provide after-hours emergency support through scheduled weekly on-call assignments.
Occasionally travel to customer sites to provide support, as assigned.

Benefits

Competitive compensation based on skills, experience, and years of service.
Medical, dental, and vision coverage.
Paid time off and paid holidays.
401(k) retirement program in the United States and GRRSP program in Canada.
Annual professional development funds of $1,500 USD per employee.
Book subscriptions and access to an extensive library in each office for personal and professional growth.
Flexible working hours coordinated with a supervisor.
Option to work remotely or from an office.
Meetings with direct managers approximately every four to six weeks to discuss career growth, advancement opportunities, and other employee concerns.
Travel opportunities between Journal Technologies offices and to client locations.