Tech Customer Spt Analyst III

Job description

Responsibilities Lead in diagnosing and resolving complex software issues involving web and Windows-based applications, relational databases, and client environments. Handle critical or escalated support cases, identifying root causes and driving long-term solutions. Perform deep data analysis using SQL and other tools to support investigations and validate fixes. Serve as a mentor to Tech Support Analysts I and II by providing guidance, training, and support in resolving technical issues. Contribute to the development of internal knowledge bases and troubleshooting documentation. Lead by example in customer service, communication, and technical skill development. Act as a liaison between support, engineering, QA, and product teams to ensure timely resolution of high-impact issues. Build strong, trust-based relationships with law enforcement and traffic safety professionals. Help translate complex technical concepts into clear explanations for non-technical users. Monitor system logs, alerts, and performance metrics to proactively identify and resolve issues. Provide recommendations for improving system stability, efficiency, and user experience. Assist in testing updates, patches, and enhancements before deployment to production environments. Collaborate with developers and engineers in an agile setting to address bugs, optimize workflows, and contribute to product evolution. Take ownership of special projects or initiatives related to system enhancements or support process maturity. Requirements 4+ years of experience in technical support, application support, or related IT role Proficient with troubleshooting .NET applications and working with Microsoft SQL Server Advanced knowledge of Windows server environments, remote access tools, and incident management systems Exceptional problem-solving and communication skills Ability to prioritize and lead under pressure in a fast-paced, customer-facing environment Comfortable working in a hybrid setting (3 days onsite in Martinsville, IN) Preferred Qualifications Experience mentoring or leading support teams Familiarity with law enforcement, public safety systems, or government IT environments Experience participating in agile software development teams U.S. National Base Pay Range: $65,100 - $108,500. Geographic differentials may apply in some locations to better reflect local market rates. We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here . Please read our Candidate Privacy Policy . We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. USA Job Seekers: EEO Know Your Rights .