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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Analyst 4 - **Company:** Endurance - **Location:** Richmond, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Software Applications, JIRA, Software as a Service, Issue Tracking Systems, Release Management, Appian, Lasttests, No-code Tools, Low-code, Zendesk, Servicenow - **Published:** July 18, 2026 - **Apply:** https://www.dice.com/job-detail/013826a9-6012-4223-86c6-2efabce9685a ## About the Role * 8+ years of experience providing customer service in a technical support, help desk, application support, or customer support environment. * 8+ years of experience supporting customers or end users of SaaS and/or low-code/no-code platforms such as ServiceNow, Appian, Microsoft Power Platform, or similar applications. * 8+ years of experience testing complex systems and validating that business requirements and user needs are met. * Strong customer service, troubleshooting, and problem-solving skills. * 8+ years of experience communicating technical concepts in a clear, concise, and user-friendly manner, both verbally and in writing. * 8+ years of experience demonstrating strong organizational skills, attention to detail, and the ability to manage multiple requests simultaneously. * 8+ years of experience working independently while collaborating effectively with cross-functional teams. * Experience documenting incidents, requests, and resolutions within a ticket management system. * Ability to create user support documentation, knowledge base articles, and training materials. Desired * 5+ years of experience supporting government, regulatory, licensing, compliance-driven, or public-sector applications. * 2+ years of experience using ticket management platforms such as ServiceNow, Jira, Freshdesk, or similar systems. * Familiarity with user onboarding, training, and knowledge base development. * Experience supporting application releases, user acceptance testing (UAT), and quality assurance activities. * Experience working in large-scale technology modernization or digital transformation initiatives. ## Description We are seeking a customer-focused Technical Support Analyst 4 to support a newly launched digital platform used by charitable organizations throughout the Commonwealth of Virginia. This position plays a critical role in helping users navigate a modern regulatory application system and ensuring a positive customer experience. The platform is part of a long-term statewide technology modernization initiative designed to improve digital services, streamline regulatory processes, and enhance operational efficiency. What You'll Do * Serve as the primary point of contact for users seeking assistance with a regulatory case management and licensing application. * Troubleshoot, diagnose, and resolve application-related issues. * Escalate more complex technical issues to appropriate support teams when necessary. * Guide users through system functionality, workflows, application submissions, and data entry processes. * Document incidents, requests, and resolutions within the ticketing system. * Support user onboarding, account access requests, and system orientation. * Create and maintain user support materials, including FAQs, knowledge base articles, and quick-reference guides. * Perform routine quality assurance checks to identify potential issues and ensure proper system functionality. * Collaborate with business analysts, developers, and other stakeholders to communicate recurring issues and recommend improvements. * Assist with application updates, release testing, and user communications related to new features. * Ensure all support activities comply with agency policies, security standards, and regulatory requirements. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) - [The ABC of DX](https://www.wearedevelopers.com/videos/727-the-abc-of-dx) ## Related Articles - [The 8 Best Code Testing Tools](https://www.wearedevelopers.com/magazine/402-the-8-best-code-testing-tools) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [What is Software Engineering?](https://www.wearedevelopers.com/magazine/289-what-is-software-engineering) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers)