Technical Support Analyst

Alterra-posted 22 days ago
$67,000 - $85,000/Yr
Full-time • Mid Level
Hybrid • Denver, CO
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As a Mid-Level Technical Analyst, you’ll play a critical role in supporting the daily operations of Alterra’s Pass Platform. You'll be responsible for triaging and resolving support issues, collaborating with technical and business teams, and ensuring platform stability and performance. This role requires solid analytical thinking, communication skills, and some experience in working within technical platforms or environments.

  • Monitor and manage incoming support tickets via Fresh Service, identifying priority and potential impacts.
  • Conduct research and provide first- and second-level support for platform issues, escalating to senior team members or engineering as needed.
  • Maintain documentation of issues, root causes, and resolution steps to support knowledge sharing and trend analysis.
  • Support testing efforts including regression and feature testing in collaboration with QA and Engineering teams.
  • Communicate issue statuses and resolutions to affected users and stakeholders clearly and promptly.
  • Perform configuration and product setup tasks across internal systems (AMP, Central, Resort POS systems).
  • Participate in platform release cycles, including change validation and communication support.
  • Develop knowledge of Alterra’s eCommerce, POS, and access systems, and how they integrate.
  • Assist in maintaining support and operational documentation.
  • Collaborate cross-functionally with marketing, finance, and IT to ensure consistency and accuracy in product and platform setup.
  • Other duties as assigned
  • 2–4 years of experience in a technical support or business systems analyst role.
  • Experience with helpdesk or ticketing platforms (e.g. Fresh Service, Jira).
  • Familiarity with testing practices and tools.
  • Strong communication skills with technical and non-technical stakeholders.
  • Must be adaptable to work occasional evenings, weekends, or holidays during peak times or releases.
  • Ability to work independently while collaborating effectively with a broader team.
  • Professional/lived experience working in a culturally competent manner with a broad range of people.
  • Experience in hospitality, ticketing, or retail POS systems is a plus.
  • Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
  • Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
  • Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
  • Generous discounts on outdoor gear, apparel, rental cars, etc.
  • Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
  • 401(k) plan with generous company match
  • Paid parental leave of up to 6 weeks for eligible employees
  • Commuter benefits (Denver employees only)
  • Hybrid workplace policy encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver’s RiNo Art District neighborhood (for eligible employees).
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