Intermediate Technical Support Analyst

Journal Technologies; United States; Remote; USD 55,000 - 85,000; Full time

Job summary

Journal Technologies is seeking an Intermediate Technical Support Analyst to provide technical software support. The role requires strong communication, analytical thinking, and the ability to resolve complex software issues while delivering excellent customer service.

You will respond to requests via phone, email, and support portal, troubleshoot using established methods, and collaborate with Product/Professional Services.

Qualifications

• 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 Java, HTML, and SQL sufficient to support, troubleshoot, and document issues.
• Experience with SQL queries and basic development to assist in troubleshooting and reporting.

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 needed.
• Track escalated tickets to ensure follow-up and resolution within SLAs.
• Collaborate with Product and Professional Services to resolve escalated issues.
• Log and track issues through resolution, ensuring accurate documentation in the knowledge base.
• Keep customers informed on ticket status via phone, email, and portal updates.
• Stay current with product changes by training and reviewing release documentation.
• Contribute to process improvements within the support team by identifying recurring issues.

Skills

Technical support

Verbal communication

Written communication

Analytical thinking

Customer service

Multitasking

Education

IT certificate or diploma

Tools

Java

HTML

SQL

Groovy

JavaScript

Job description

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; elevate 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.
• Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus but not required.
• 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.

Why Journal Technologies?

Visit www.journaltech.com/careers for more information, but highlights include:

• 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.
• Annual professional development funds - $1,500 USD annual per employee.
• 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.