Intermediate Technical Support Analyst

Intermediate Technical Support Analyst role focused on delivering reliable technical support for Journal Technologies products and services from Los Angeles.

Responsibilities

• Handle customer support requests promptly via telephone, email, and the support portal
• Troubleshoot and resolve software or technical issues using established methods; escalate when problems can’t be resolved within defined guidelines
• Track escalated tickets to ensure follow-up and resolution within service level agreements (SLAs)
• Collaborate with Product and Professional Services teams to gather information needed to resolve escalated issues
• Prioritize, log, and monitor issues through resolution, including accurate documentation in the support Knowledge Base
• Provide customer updates on ticket status through approved channels (phone, email notifications, and portal updates)
• Stay current on product changes by participating in training and reviewing release documentation
• Support ongoing process improvements by identifying recurring issues and recommending adjustments to support procedures
• Provide after-hours emergency support on a scheduled rotational basis (weekly on-call assignments)
• Occasionally travel 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 to support, troubleshoot, and document issues
• Scripting language familiarity (example: Groovy, JavaScript) is a plus but not required
• Experience with SQL queries and basic development support for troubleshooting/reporting using 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
• Justice field exposure and terminology is an asset, but not required
• Experience working in 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
• Agile
• Scrum

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
• Ability to thrive under changing conditions and apply new ideas to problem-solving
• Comfort working through complex systems to identify underlying issues

Benefits

• Competitive compensation based on skills, experience, and years of service
• Quality medical, dental, and vision coverage
• Competitive paid time off plus paid holidays
• 401(k) retirement (US) and GRRSP (CDN) programs
• Annual professional development funds: $1,500 USD per employee
• Book subscriptions with an extensive library in each office for personal and professional growth

Location and Work Details

• Los Angeles, CA (onsite)
• Flexible working hours coordinated with a supervisor
• Opportunity 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 other employee concerns
• Travel opportunities between Journal Technology offices and with clients

Compensation

• USD 55,000 - 72,000 per year (base salary range)
• Final compensation based on job-related factors including qualifications, experience, geographic location, and internal compensation considerations