Tech Customer Spt Analyst III

Remitly•Martinsville, IN

2d•$65,100 - $108,500•Hybrid

About The Position

We are seeking a Senior Technical Support Specialist to lead in diagnosing and resolving complex technical issues across web and Windows-based applications, relational databases, and client environments. This customer-facing role requires advanced troubleshooting skills, strong communication abilities, and a proactive approach to problem-solving. You will handle critical escalations, mentor junior analysts, and act as a liaison between technical teams and customers to ensure timely and effective resolution of high-impact issues.

Requirements

4+ years of experience in technical support, application support, or a related IT role.
Proficiency in troubleshooting .NET applications and working with Microsoft SQL Server.
Advanced knowledge of Windows server environments, remote access tools, and incident management systems.
Exceptional problem-solving and communication skills.
Ability to prioritize and lead under pressure in a fast-paced, customer-facing environment.
Comfortable working in a hybrid setting (3 days onsite in Martinsville, IN).

Responsibilities

Diagnose and resolve complex software issues involving .NET applications, Microsoft SQL Server, and Windows environments.
Handle critical or escalated support cases, identifying root causes and driving long-term solutions.
Perform deep data analysis using SQL and other tools to support investigations and validate fixes.
Mentor and train Tech Support Analysts I and II, providing guidance on technical issue resolution.
Contribute to internal knowledge bases and troubleshooting documentation.
Act as a liaison between support, engineering, QA, and product teams to ensure timely resolution of issues.
Build strong relationships with law enforcement and traffic safety professionals.
Translate complex technical concepts into clear explanations for non-technical users.
Monitor system logs, alerts, and performance metrics to proactively identify and resolve issues.
Recommend improvements for system stability, efficiency, and user experience.
Assist in testing updates, patches, and enhancements before deployment.
Collaborate with developers and engineers in an agile setting to address bugs and optimize workflows.
Take ownership of special projects or initiatives related to system enhancements or support process maturity.