Intermediate Technical Support Analyst

Journal Technologies is hiring an Intermediate Technical Support Analyst to deliver technical software support, troubleshoot issues, and manage cases through resolution and SLAs.

Responsibilities

• Respond promptly to customer support requests via telephone, email, and the support portal.
• Troubleshoot and resolve software and technical issues using established methods; escalate when issues can’t be resolved within defined guidelines.
• Track escalated tickets and ensure follow-up to resolution within service level agreements (SLAs).
• Coordinate with Product and Professional Services to provide details that support resolution of escalated problems.
• Prioritize, log, and track issues through completion, maintaining accurate documentation in the support Knowledge Base.
• Update customers on ticket status using approved channels, including phone, email notifications, and portal updates.
• Stay current with product changes through training and review of release documentation.
• Support process improvement by identifying recurring issues and recommending adjustments to support procedures.
• Provide after-hours emergency support on a scheduled rotation (weekly on-call assignments).
• Travel occasionally to customer sites to provide support, as assigned.

Requirements

• Certificate or Diploma in Information Technology preferred, or equivalent related experience.
• 2+ years of technical support experience supporting web-hosted, on-premise, and/or cloud-based software applications.
• Working knowledge of common platforms including Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
• Familiarity with scripting languages such as Groovy or JavaScript is a plus (not required).
• Experience with SQL queries and basic development to assist troubleshooting and reporting, including PL/SQL and/or Transact-SQL.
• Exposure to reporting tools such as Crystal Reports is a plus.
• Hands-on experience supporting Java applications, including troubleshooting and maintenance.
• Familiarity with the justice field and terminology is an asset (not required).
• Experience working within Agile teams or formal training in Scrum or Agile methodologies is a strong asset.

Technologies

• Java
• HTML
• SQL
• Groovy
• JavaScript
• PL/SQL
• Transact-SQL
• Crystal Reports

Knowledge, Skills, and Abilities

• Experience providing technical support to remote customers.
• Excellent verbal and written communication skills.
• Ability to manage multiple concurrent tasks.
• Ability to work with internal stakeholders to ensure issue resolution.
• Strong commitment to customer success.
• Comfort operating in constantly changing conditions and proposing new approaches to problems.
• Ability to investigate a complex system to identify root causes and enjoy solving technical issues.

Benefits

• Competitive compensation based on skills, experience, and years of service.
• Medical, dental, and vision coverage.
• Paid time off and paid holidays.
• 401(k) retirement (US) and GRRSP (CDN) programs.
• Annual professional development funds: $1,500 USD per employee per year.
• Book subscriptions with an extensive library available in each office.
• Flexible working hours coordinated with your supervisor.
• Option for remote work (e.g., home) or office-based work.
• Personal meetings with direct managers about every four to six weeks to discuss career growth and advancement opportunities and other employee topics.
• Travel opportunities between Journal Technology offices and with clients.
• Salary range reflects a good-faith estimate of base salary expected upon hire; final compensation will be based on job-related factors including qualifications, experience, geographic location, and internal compensation considerations.

Compensation

• $55,000 - $72,000 USD per year (US pay range).