[Hiring] Senior Technical Support Analyst @Journal Technologies

Role Description

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, as well as providing general technical support. The ideal candidate will be a technical expert and a problem-solver, capable of managing complex technical issues.

• 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 for hosted clients, 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 customer lifecycle teams and development, facilitating efficient communication and problem resolution.
• Continuous Improvement: Lead efforts in continuous process improvement, contributing to the development of best practices and innovative solutions for technical support challenges.

Qualifications

• 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

• Bachelor’s degree, or equivalent work experience, in Information Technology preferred or related experience.
• 5+ years of technical support experience with web hosted, on premise and cloud-based software applications.
• Understanding of various platforms (Java, HTML, SQL).
• Proficiency with scripting languages is a plus (Groovy, JavaScript, etc.).
• SQL development experience (e.g., PL/SQL, Transact-SQL).
• Familiarity with report software such as Crystal Reports is a plus.
• Experience supporting Java applications.
• Experience in the justice field and terminology would be an asset.
• Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.

Benefits

• 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.