Tech Customer Spt Analyst III

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.





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