Technical Support Analyst - (L2/L3 - Linux & SQL)

Banyan Software•Atlanta, GA

7h•$65 - $70•Onsite

About The Position

Comtronic Systems are seeking a highly capable Technical Support Analyst (CallThru Platform) to support, troubleshoot, and enhance our telephony and database-driven systems. This is an advanced technical support role that combines customer interaction, system troubleshooting, and platform-level ownership. You will serve as a key point of contact for clients while also working deeply within the CallThru platform, diagnosing issues across Linux systems, VoIP infrastructure, and SQL databases. The role requires strong problem-solving ability, technical curiosity, and the ability to operate independently in a production support environment. This is an on-site role based in Cle Elum, WA

Requirements

3 - 5+ years of experience in technical support, systems administration, or a related role supporting production environments.
Strong troubleshooting skills across multiple layers (application, database, infrastructure, networking).
Hands-on experience with Linux systems and command-line tools.
Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, NAT, and SSH.
Working knowledge of SQL, including ability to write and troubleshoot queries.
Ability to analyze logs and debug system-level issues using diagnostic tools.
Strong written and verbal communication skills with the ability to manage client interactions professionally.
Ability to manage multiple priorities, operate independently, and maintain high documentation standards.
Curiosity and willingness to learn complex systems and grow into platform ownership.

Nice To Haves

Experience or exposure to VoIP, SIP, telephony systems, or Asterisk is highly desirable.

Responsibilities

Deliver High-Quality Customer Support: Manage incoming support requests, provide timely resolutions, and communicate clearly with clients throughout the lifecycle of investigations.
Own Technical Investigations End-to-End: Diagnose and resolve complex issues across telephony, databases, and infrastructure layers, ensuring thorough documentation and timely follow-ups.
Troubleshoot VoIP & Telephony Systems: Support CallThru platform operations, including SIP configurations, dial plan modifications, call quality analysis, and telephony integrations.
Work Across Linux & Infrastructure Layers: Install and configure systems on Linux servers, manage services, and perform troubleshooting using command-line tools.
Analyze System Performance & Logs: Utilize tools such as sngrep, tcpdump, Wireshark, and system logs to diagnose latency, jitter, and connectivity issues.
Support Database & Integration Workflows: Work with SQL databases to troubleshoot integrations, execute queries, and support system data flows.
Collaborate with Product & Engineering: Escalate and triage platform-level issues, contribute to feature testing, and support system improvements.
Maintain Documentation & SOPs: Ensure all work is documented clearly, contribute to internal knowledge bases, and support training efforts.
Act as Technical SME: Serve as an escalation point for complex issues and contribute to team knowledge sharing and continuous improvement.