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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Intermediate Technical Support Analyst - **Company:** Journal Technologies, Inc. - **Location:** Logan, UT, United States - **Experience:** Experienced - **Salary:** $55,000.0 - $72,000.0 - **Contract:** Permanent contract - **Skills:** HTML, Java (Programming Language), JavaScript (Programming Language), Agile Methodology, Software as a Service, Crystal Reports (Reporting Software), Groovy, Scrum Methodology, PL-SQL, SQL Databases, Transact-SQL, Scripting, Java Application Server, Information Technology, Email Notifications, Tools for Reporting - **Published:** August 9, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=872b4fb52c6c8b93 ## About the Role We are looking for a Technical Support Analyst to provide technical software support. Effective communication, analytical, and critical thinking skills are required to help our customers resolve technical issues with our products & services. The successful candidate can work independently to solve complex problems while ensuring they provide exceptional customer service. The ideal candidate will enjoy solving a good puzzle and will not be defeated if it takes time to crack the code., * Experience providing technical support to remote customers * Excellent verbal and written communications skills * Ability to manage multiple concurrent tasks * Ability to work with internal stakeholders to ensure issue resolution * Dedicated commitment to customer success * Thrive under constantly changing conditions, offering new ideas and fresh approaches to problems * Ability to dig into a complex system to determine the underlying issue, and enjoy solving it, * Certificate or Diploma in Information Technology preferred, or equivalent related experience. * 2+ years of technical support experience with web-hosted, on-premise, and/or cloud-based software applications. * Working knowledge of common platforms such as Java, HTML, and SQL sufficient to support, troubleshoot, and document issues. * Familiarity with scripting languages (e.g., Groovy, JavaScript) is a plus but not required. * Experience with SQL queries and basic development (PL/SQL, Transact-SQL) to assist in troubleshooting and reporting. * Exposure to reporting tools such as Crystal Reports is a plus. * Hands-on experience providing support for Java applications, including troubleshooting and maintenance. * Familiarity with the justice field and terminology is an asset, but not required. * Experience working within Agile teams or formal training in Scrum or Agile methodologies is considered a strong asset. At this time, we are only able to consider candidates who are Canadian or U.S. citizens or permanent residents due to employment authorization requirements. We are unable to provide visa sponsorship or work authorization support for this position. ## Description * Respond promptly to customer support requests via telephone, email, and support portal. * Troubleshoot and resolve software and technical issues using established methods; escalate issues when they cannot be resolved within defined guidelines. * Track escalated tickets to ensure follow-up and resolution within service level agreements (SLAs). * Collaborate with Product and Professional Services staff to provide information that assists in resolving escalated issues. * Prioritize, log, and track issues through resolution, ensuring accurate documentation in the support Knowledge Base. * Keep customers informed on the status of tickets using approved communication channels, including phone, email notifications, and portal updates. * Stay current with product changes and updates by participating in training and reviewing release documentation. * Contribute to ongoing process improvements within the support team by identifying recurring issues and recommending adjustments to procedures. * Provide after-hours emergency support on a scheduled rotational basis (weekly on-call assignments). * Occasionally travel to customer sites to provide support, as assigned. ## Related Videos - [Navigating the Future of Junior Developers in Tech](https://www.wearedevelopers.com/videos/1280-navigating-the-future-of-junior-developers-in-tech) - [Give your build some love, it will give it back!](https://www.wearedevelopers.com/videos/514-give-your-build-some-love-it-will-give-it-back) - [The Resilience of the World Wide Web](https://www.wearedevelopers.com/videos/1281-the-resilience-of-the-world-wide-web) - [AI-Native Enterprise Platforms: Interpreting Logic, Not Compiling Code](https://www.wearedevelopers.com/videos/1975-ai-native-enterprise-platforms-interpreting-logic-not-compiling-code) - [NoLoJS - Avoiding JavaScript Cruft with HTML and CSS - Aaron T. 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