Intermediate Technical Support Analyst

Journal Technologies; Los Angeles (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) retirement program

Paid time off and holidays

Remote work option

Job summary

Journal Technologies, a Los Angeles-based subsidiary of Daily Journal Corporation, seeks an Intermediate Technical Support Analyst to resolve software and service issues for remote and on-site customers. The role emphasizes clear communication, analytical thinking, and a strong customer-first approach.

The ideal candidate will troubleshoot complex systems, collaborate with Product and Professional Services teams, and contribute to knowledge base improvements.

Qualifications

• Certificate or Diploma in Information Technology or equivalent experience.
• 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software.
• Experience with Java, HTML, and SQL to troubleshoot and document issues.

Responsibilities

• Respond to customer support requests via phone, email, and portal.
• Troubleshoot and resolve software/tech issues; escalate when needed.
• Track tickets to ensure timely resolution per SLAs.
• Collaborate with Product/Services teams to resolve escalations.
• Log and document issues accurately in the knowledge base.
• Communicate status updates to customers through approved channels.
• Stay current with product changes and release notes.
• Support process improvements within the team; participate in on-call shifts.
• Occasionally travel to customer sites as needed.

Skills

Remote support

Communication skills

Multitasking

Stakeholder collaboration

Customer focus

Adaptability

Problem solving

Education

IT certificate or diploma

Tools

Java

HTML

SQL

Crystal Reports

Job description

At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system.

We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&D focuses on leveraging emerging possibilities with technology to improve access and efficiency.

Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO). We also have a major office in Logan, Utah, a team in Melbourne, Australia, an office in Victoria, Canada and a growing number of remote staff across North America and the world.

Under our next generation of leadership, we're implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business. Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.

Intermediate Technical Support Analyst

We are looking for a Technical Support Analyst to provide technical software support. Effective communication, analytical, and critical thinking skills are required to help our customers resolve technical issues with our products & services. The successful candidate can work independently to solve complex problems while ensuring they provide exceptional customer service.The ideal candidate will enjoy solving a good puzzle and will not be defeated if it takes time to crack the code.

Responsibilities:

• Respond promptly to customer support requests via telephone, email, and support portal.
• Troubleshoot and resolve software and technical issues using established methods; escalate 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 staff to provide information that assists in resolving escalated issues.
• Prioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge Base.
• Keep customers informed on the status of tickets using approved communication channels, including phone, email notifications, and portal updates.
• Stay current with product changes and updates by participating in training and reviewing release documentation.
• Contribute to ongoing process improvements within the support team by identifying recurring issues and recommending adjustments to 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.

Knowledge, Skills and Abilities:

• Experience providing technical support to remote customers
• Excellent verbal and written communications skills
• Ability to manage multiple concurrent tasks
• Ability to work with internal stakeholders to ensure issue resolution
• Dedicated commitment to customer success
• Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems
• Ability to dig into a complex system to determine the underlying issue, and enjoy solving it

Requirements:

• Certificate or Diploma in Information Technology preferred, or equivalent related experience.
• 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications.
• Working knowledge of common platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
• Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in 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.

At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position.

• 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.
• 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.
• We provide technology that matters in the world, and we're a stable employer comprised of quality people, with a commitment to investing in our people.
• The salary range posted for this position, which reflects a good-faith estimate of the base salary we reasonably expect to offer a successful candidate upon hire. Final compensation will be based on job-related factors, including qualifications, experience, geographic location, and internal compensation considerations.