Remote Technical Support Analyst

Journal Technologies; United States; Remote; USD 55,000 - 72,000; Full time

Benefits offered by this job

401(k) retirement plan

Medical, dental and vision coverage

Paid time off & holidays

Professional development funds

Remote work option

Travel opportunities

Job summary

Journal Technologies is seeking an Intermediate Technical Support Analyst to provide technical software support for our enterprise products. You will troubleshoot issues, communicate with customers, and collaborate with Product and Professional Services to resolve escalations while maintaining high levels of customer service.

The role requires 2+ years in tech support, hands‑on experience with Java, HTML and SQL, and the ability to work with remote customers.

Qualifications

• 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.
• Scripting languages such as Groovy or JavaScript are 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.

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 provide information that aids issue resolution.
• Log and track issues through resolution with 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 docs.
• Contribute to process improvements within the support team by identifying recurring issues.
• Provide after-hours emergency support on a scheduled rotational basis.
• Occasionally travel to customer sites for on-site support.

Skills

Remote customer support

Verbal & written communication

Multi-tasking

Stakeholder management

Agile familiarity

Education

Certificate or Diploma in Information Technology

Tools

Java

HTML

SQL

Groovy/JavaScript

Crystal Reports

Job description

Journal Technologies is seeking an Intermediate Technical Support Analyst to provide technical software support for our enterprise products. You will troubleshoot issues, communicate with customers, and collaborate with Product and Professional Services to resolve escalations while maintaining high levels of customer service.

The role requires 2+ years in tech support, hands‑on experience with Java, HTML and SQL, and the ability to work with remote customers.