Remote Tech Support Analyst - Java/SQL Expert

Journal Technologies; Logan (UT); On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, and vision coverage

401(k) retirement plan

Job summary

Journal Technologies is seeking an Intermediate Technical Support Analyst to deliver technical software support for our enterprise products. You will troubleshoot issues, coordinate with Product and Professional Services, and document solutions to help customers resolve complex problems.

The role requires collaboration with internal teams, flexibility to work on-call shifts, and occasional travel to client sites.

Qualifications

• IT Certificate or Diploma required or equivalent experience.
• 2+ years technical support experience with web-hosted, on-premise, and/or cloud-based software applications.
• Working knowledge of Java, HTML, and SQL to support, troubleshoot, and document issues.
• Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus.
• Experience with SQL queries and basic development (PL/SQL, Transact-SQL).
• Exposure to reporting tools such as Crystal Reports is a plus.
• Hands-on experience providing support for Java applications.
• Familiarity with the justice field and terminology is an asset.
• Experience with Agile teams or Scrum/Agile training is a strong asset.

Responsibilities

• Respond promptly to customer support requests via telephone, email, and support portal.
• Troubleshoot and resolve software and technical issues using established methods; escalate when needed.
• Track escalated tickets to ensure follow-up and resolution within SLAs.
• Collaborate with Product and Professional Services to resolve issues.
• Prioritize, log, and track issues through resolution with accurate KB documentation.
• Keep customers informed on ticket status via phone, email, and portal updates.
• Stay current with product changes through training and release docs.
• Contribute to process improvements within the support team.
• Provide after-hours emergency support on a weekly rotation.
• Occasionally travel to customer sites to provide support.

Skills

Remote support experience

Excellent communication

Multi-tasking

Stakeholder collaboration

Customer success mindset

Problem solving

Education

IT Certification or Diploma

Tools

Java

HTML

SQL

Groovy

JavaScript

Crystal Reports

Job description

Journal Technologies is seeking an Intermediate Technical Support Analyst to deliver technical software support for our enterprise products. You will troubleshoot issues, coordinate with Product and Professional Services, and document solutions to help customers resolve complex problems.

The role requires collaboration with internal teams, flexibility to work on-call shifts, and occasional travel to client sites.