Technical Support Analyst - Remote & On-Call

Journal Technologies; Los Angeles (CA); Hybrid; USD 55,000 - 72,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) retirement plan

Professional development funds

Flexible working hours

Remote work option

Job summary

Journal Technologies, based in Los Angeles, is seeking an Intermediate Technical Support Analyst to provide responsive technical software support for customers across the US, Canada, and beyond. The role requires strong communication, analytical thinking, and problem-solving abilities to address complex issues in a timely manner.

The position offers interaction with Product and Professional Services, regular SLAs, on-call responsibilities, and occasional travel to customer sites.

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.
• Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in troubleshooting and reporting.
• Hands-on experience providing support for Java applications including troubleshooting and maintenance.

Responsibilities

• Respond to customer support requests via phone, 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 escalated issues.
• Log, prioritize, and track issues with documentation in the knowledge base.
• Provide after-hours emergency support on a scheduled rotational basis.
• Occasionally travel to customer sites to provide support.

Skills

Tech support experience

Clear communication

Multi-tasking

Stakeholder collaboration

Customer focus

Analytical thinking

Troubleshooting complex systems

Education

Information Technology certificate/diploma

Tools

Java

HTML

SQL

Groovy

JavaScript

Crystal Reports

PL/SQL

T-SQL

Job description

Journal Technologies, based in Los Angeles, is seeking an Intermediate Technical Support Analyst to provide responsive technical software support for customers across the US, Canada, and beyond. The role requires strong communication, analytical thinking, and problem-solving abilities to address complex issues in a timely manner.

The position offers interaction with Product and Professional Services, regular SLAs, on-call responsibilities, and occasional travel to customer sites.