[Hiring] Technical Support Specialist @Aquila Software Group

Role Description

Reporting to the Technical Operations Manager, we are looking for a Technical Support Specialist . As our new Technical Support Specialist you will be part of a team providing front-line technical expertise across our hosted environments, taking ownership of escalated issues related to Azure Virtual Desktop Infrastructure (VDI), MSIX App Streaming, SQL performance, and application deployment pipelines. You will work closely with our Infrastructure, Development, and Product teams to troubleshoot, document, and improve the reliability, performance and security of our technical operations.

This is a full-time, fully remote position within the US.

As our new Technical Support Specialist, you will:

• Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting.
• Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary.
• Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches.
• Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance.
• Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers.

Qualifications

• The customer service focus. You have professional, adaptable communication skills and can explain technical issues clearly to a range of non-technical stakeholders. You are patient and maintain a professional, empathetic tone when handling support requests. You document resolutions thoroughly and thrive in a role that balances independence with collaboration in a fast-paced environment.
• The experience. You have worked in a technical support or systems role, with knowledge of Azure Virtual Desktop, SQL troubleshooting, and virtual application delivery. You have used CI/CD tools such as Octopus Deploy or similar and understand their function in deployment pipelines.
• The analytical mindset. You are confident analyzing logs, tracing issues across interconnected systems, and solving technical problems with urgency and creativity. You balance support tickets with deeper troubleshooting and proactive monitoring.

Benefits

• Breadth and depth. You will deepen your expertise in modern cloud platforms and deployment tools while building hands-on experience across a wide range of technologies—from virtual desktops and SQL databases to application deployment pipelines. Your work will support essential systems used by government clients to manage funding, determine program eligibility, and allocate resources within their communities.
• A collaborative culture. You will join a close-knit support team trusted with high-priority issues and critical environments. While much of your time will be spent on ticket resolution, your input on optimization, documentation, and internal tooling will be valued.
• Career growth. You will receive direct mentorship from seasoned leaders and collaborate with a skilled team where teaching is prioritized. Whether you want to grow your role on this team, another area of Emphasys, or as part of the larger Aquila team, you will be supported in your career development.

Company Description

Aquila, a group within Constellation Software Inc., one of North America’s largest and most respected software companies, invests in category-defining B2B and B2G software businesses globally, providing long-term support and strategic guidance. Emphasys Software has been part of Aquila since 2008.

Operating across five specialized divisions, Emphasys provides mission-critical software that modernizes and streamlines complex processes for housing authorities, lenders, and government agencies in nearly every state. Through both products and services, Emphasys helps house roughly half of the families most in need in the country.

At Emphasys PHA , a division of Emphasys, we develop and support industry-leading software designed specifically for Public Housing Authorities across the United States. As a trusted provider in the affordable housing sector, our solutions help PHAs efficiently manage operations, ensure regulatory compliance, and deliver critical housing services to families and individuals in need.