Journal Technologies is seeking an Intermediate Technical Support Analyst to deliver software and technical customer support in Los Angeles, CA. This role focuses on resolving escalated issues within defined service levels, maintaining accurate documentation, and partnering with internal teams to improve how problems are handled.
Location
Los Angeles, CA (onsite)
Compensation
USD 55,000 - 72,000 per year (US)
Role Summary
In this position, you will provide technical software support by responding to customer requests, troubleshooting and resolving issues, and managing escalated tickets while adhering to SLAs. You will work independently on complex problems, collaborate with Product and Professional Services, and support continuous improvements through training, process refinement, and scheduled after-hours on-call coverage. You will also participate in documenting solutions in the support Knowledge Base.
Responsibilities
- Respond promptly to customer support requests via telephone, email, and the support portal.
- Troubleshoot and resolve software and technical issues using established methods, escalating issues when they cannot 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 to provide information that supports resolution of escalated issues.
- Prioritize, log, and track issues through resolution while maintaining accurate documentation in the support Knowledge Base.
- Keep customers informed of ticket status using approved communication channels, including phone, email notifications, and portal updates.
- Stay current on product changes by participating in training and reviewing release documentation.
- Support 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 is 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 but not required.
- Experience with SQL queries and basic development (including PL/SQL and Transact-SQL) to support troubleshooting and reporting.
- Exposure to reporting tools such as Crystal Reports is a plus.
- Hands-on experience providing support for Java applications, including troubleshooting and maintenance.
- Familiarity with the justice field and terminology is an asset, but not required.
- Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset.
Technologies
Java, HTML, SQL, Groovy, JavaScript, PL/SQL, Transact-SQL, Crystal Reports
Benefits
- Quality medical, dental, and vision coverage.
- Competitive paid time off and paid holiday time.
- 401(k) retirement (US) and GRRSP (CDN) programs.
- $1,500 USD annual professional development funds per employee.
- Flexible working hours coordinated with your supervisor.
- Opportunity 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, advancement opportunities, and other employee concerns.
- Travel opportunities between Journal Technology offices and with clients.
Citizenship and Work Authorization
At this time, Journal Technologies is only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment constraints. The company is unable to provide visa sponsorship or work authorization support for this position.
