Role Overview
This position is responsible for resolving complex technical and workflow issues in a specialized jail management software environment. As a senior-level support analyst, you will serve as a go-to resource for troubleshooting advanced system challenges, guiding less experienced team members, and ensuring high availability and performance across customer deployments.
Key Responsibilities
- Diagnose and resolve intricate user-reported issues affecting system functionality and business workflows.
- Conduct root cause analysis on recurring incidents and document technical findings for long-term resolution.
- Mentor junior analysts in best practices for support, problem-solving, and customer communication.
- Collaborate with development teams to escalate and track software defects and enhancements.
- Gather and translate customer business requirements into actionable inputs for product teams.
- Perform data validation and generate reports using moderate SQL queries.
- Analyze application logs and system environments to identify performance bottlenecks or connectivity issues.
- Manage SSL/TLS certificates, including installation, renewal, and troubleshooting.
- Use remote access tools such as VPN and Remote Desktop to support customer systems securely.
- Restart Windows-based services and perform system-level troubleshooting as needed.
- Support user acceptance testing for new software releases and updates.
- Develop and maintain detailed technical documentation and training resources.
- Participate in a rotating on-call schedule to provide after-hours support and escalation coverage.
Qualifications
Candidates should have a bachelor’s degree or equivalent experience in software support, along with at least five years of experience in enterprise application environments. Proficiency in SQL, Windows systems, and remote access technologies is required. Experience analyzing system logs, managing certificates, and troubleshooting performance issues is essential. Strong analytical, communication, and leadership abilities are expected, as well as availability for on-call duties.
Background in corrections, justice, or public safety workflows is highly valued. The role operates under a hybrid work model with primary locations in Altoona or Pittsburgh, PA.
Technical Environment
SQL, Windows Server, VPN, Remote Desktop, application logging, SSL/TLS certificate management
Benefits
- Medical, dental, and vision insurance with multiple plan options
- Employer contributions to Health Savings Accounts (HSA); availability of FSA accounts
- Flexible Time Off (FTO) policy covering vacation and sick leave
- Company-recognized holidays
- 401(k) retirement plan with both Traditional and Roth options and employer matching
- Company-paid basic life and short-term disability insurance; voluntary coverage options available
- Employee Assistance Program (EAP) for confidential personal and family support
- Well-being resources including access to Calm, Care.com, Active&Fit, Telavet, LegalShield, and discounted services
Compensation & Work Model
This role includes employer matching contributions to a 401(k) and an employer-provided contribution to an HSA. The position follows a hybrid work structure, allowing for both office and remote work, with team members based in Altoona or Pittsburgh, PA. Participation in a rotating on-call schedule is a requirement of the role.
Equal Employment Opportunity
The organization is dedicated to maintaining a fair and inclusive workplace. Employment decisions are made based on qualifications, performance, and business needs, without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or any other status protected by law. Harassment and discrimination are strictly prohibited.
