Tier 3 Support Specialist
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Job Description
Tier 3 application support for AnaVation’s federal digital evidence platform. Troubleshooting complex issues and coordinating escalations across engineering, cybersecurity, and compliance teams.
Responsibilities:
- Serve as the Tier 3 escalation point for the help desk and resolve advanced technical issues that Tier 1 and Tier 2 cannot address
- Analyze and troubleshoot complex problems related to the digital evidence application, including workflows, data ingestion, media playback, integrations, and user permissions
- Work with software development, QA, and infrastructure teams to investigate defects, replicate issues, and identify root causes
- Review application logs, system events, and diagnostic data to troubleshoot errors and performance anomalies
- Provide troubleshooting notes, issue documentation, and resolution steps for internal knowledge bases
- Support platform updates, release rollouts, and configuration changes; assist in validating functionality after deployments
- Recommend improvements to help desk processes, user documentation, and troubleshooting guides
- Assist with onboarding and training help desk staff on advanced features and complex issue areas
- Collaborate with cybersecurity and compliance teams on digital evidence handling and user access controls
- Escalate critical or systemic issues and communicate with leadership and affected users
- Maintain system expertise for evolving capabilities, integrations, and enhancements
Requirements:
- Bachelors Degree in a relevant field such as Information Technology, Systems Engineering, or similar
- 5+ years of experience in technical support, IT operations, or application support roles, preferably in a Tier 2 or Tier 3 capacity
- Public Trust
- US Citizenship is required
- Strong troubleshooting skills across applications, databases, APIs, and system integrations
- Experience analyzing logs and diagnostic output (e.g., JSON, SQL logs, IIS/Apache logs, or similar)
- Familiarity with ticketing systems, incident management processes, and support metrics
- Ability to communicate complex technical information clearly to non-technical users
- Strong documentation skills and attention to detail
- Demonstrated ability to work collaboratively with engineering teams to resolve issues
- Preferred: Experience supporting digital evidence management systems, law enforcement applications, media processing platforms, or similar tools
- Preferred: Knowledge of Azure, AWS, or other cloud environments
- Preferred: Familiarity with authentication and authorization systems (Active Directory, OAuth, SSO, RBAC models)
- Preferred: Basic scripting or query knowledge (PowerShell, SQL, Python) for troubleshooting or data validation
- Preferred: Experience working in small, multi-functional support teams
Benefits:
- Generous cost sharing for medical insurance for the employee and dependents
- 100% company paid dental insurance for employees and dependents
- 100% company paid long-term and short-term disability insurance
- 100% company paid vision insurance for employees and dependents
- 401k plan with generous match and 100% immediate vesting
- Competitive Pay
- Generous paid leave and holiday package
- Tuition and training reimbursement
- Life and AD&D Insurance
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