Tier 3 Support Specialist

This is a fully remote position, open to applicants in District of Columbia, +2 more states.

📋 Description

• Act as the Tier 3 escalation point for the help desk, addressing complex technical issues that Tier 1 and Tier 2 teams are unable to resolve.

• Examine and troubleshoot intricate problems concerning the digital evidence application, which includes workflows, data ingestion, media playback, integrations, and user permissions.

• Collaborate with software development, QA, and infrastructure teams to investigate defects, reproduce issues, and determine root causes.

• Analyze application logs, system events, and diagnostic data to identify and resolve errors and performance irregularities.

• Generate troubleshooting notes, issue documentation, and resolution procedures for internal knowledge repositories.

• Assist with platform updates, release deployments, and configuration modifications; contribute to validating functionality following deployments.

• Suggest enhancements to help desk processes, user documentation, and troubleshooting manuals.

• Aid in the onboarding and training of help desk personnel on advanced functionalities and intricate issue areas.

• Work alongside cybersecurity and compliance teams regarding digital evidence management and user access controls.

• Escalate significant or systemic issues while communicating with leadership and impacted users.

• Maintain expertise in system capabilities, integrations, and advancements.

⛳️ Requirements

• Bachelor's Degree in a relevant area such as Information Technology, Systems Engineering, or a related field.

• Over 5 years of experience in technical support, IT operations, or application support roles, ideally in a Tier 2 or Tier 3 capacity.

• Public Trust clearance.

• Must be a US Citizen.

• Strong troubleshooting capabilities across applications, databases, APIs, and system integrations.

• Experience in analyzing logs and diagnostic outputs (e.g., JSON, SQL logs, IIS/Apache logs, or comparable formats).

• Familiarity with ticketing systems, incident management procedures, and support metrics.

• Ability to convey complex technical information clearly to non-technical users.

• Excellent documentation skills and a keen attention to detail.

• Proven ability to collaborate effectively with engineering teams to address issues.

• Preferred: Experience with digital evidence management systems, law enforcement applications, media processing platforms, or similar tools.

• Preferred: Knowledge of Azure, AWS, or other cloud environments.

• Preferred: Understanding of authentication and authorization systems (Active Directory, OAuth, SSO, RBAC models).

• Preferred: Basic scripting or query skills (PowerShell, SQL, Python) for troubleshooting or data validation purposes.

• Preferred: Experience in small, multi-functional support teams.

🏝️ Benefits

• Generous cost-sharing for medical insurance for employees and their dependents.

• 100% company-paid dental insurance for employees and their dependents.

• 100% company-paid long-term and short-term disability insurance.

• 100% company-paid vision insurance for employees and their dependents.

• 401k plan with a generous match and immediate 100% vesting.

• Competitive compensation.

• Generous paid leave and holiday benefits.

• Tuition and training reimbursement.

• Life and AD&D insurance.