Software Systems Technical Support

Description

The company builds technology that helps protect people, property and places, with the aim of making communities, schools, hospitals, businesses and nations safer.

The role sits in the team that supports next-generation 911 call handling for New York City.

The specialist installs, maintains and troubleshoots the software systems and applications the team uses. You act as the link between end users and development teams, investigating application errors, helping with software releases and keeping system documentation current.

Responsibilities

• Investigate, recreate and fix problems involving applications, operating systems and integrations.
• Watch the incoming support queue in a ticketing tool such as Jira, ServiceNow or Zendesk, ranking issues by business impact and keeping to response targets.
• Help with routine releases, patches, configuration changes and application testing.
• Narrow down application bugs and work with engineers, QA staff or outside vendors on Tier 2 and Tier 3 fixes.
• Help users with access, setup, account permissions and how features work.
• Write and update internal knowledge base articles, troubleshooting guides and standard operating procedures.

Requirements

• A bachelor's degree in computer science, information technology or a related field, or equivalent hands-on experience or certifications.
• 1, 3 years of experience in technical support, application support or IT system support.
• Working knowledge of Windows, Linux/Unix or macOS, depending on the company's stack.
• Basic to intermediate SQL skills, enough to query data, trace bugs and check reports.
• Foundational understanding of TCP/IP, DNS, APIs, REST and web application architecture.
• Experience with issue-tracking software such as Jira and with log analysis tools.
• Strong root-cause analysis skills.
• The ability to explain technical problems to non-technical people and to write detailed notes for engineers.
• The ability to juggle competing priorities in a busy environment.
• Bonus: CompTIA A+, Network+ or Security+; ITIL Foundation; Microsoft Certified Fundamentals or AWS Certified Cloud Practitioner.

Conditions

Travel is under 10%.

No relocation assistance is provided.

This is an experienced-level position.

No referral payment plan is offered.

Benefits

• Incentive bonus plans.
• Medical, dental and vision coverage.
• 401(k) with company match.
• 10 paid holidays.
• Generous paid time off.
• Employee stock purchase plan.
• Paid parental and family leave.
• Additional benefits beyond these.