Senior Technical Support Analyst

At Journal Technologies, we believe our technology can be a force for good in the world ensuring the proper and efficient functioning of some of the most foundational aspects of society - the courts and justice system. 

We create and implement enterprise software that supports the administration of justice, currently in the United States, Canada, and Australia. While our eSeries product suite enables governments and their employees to deliver continued foundational court processes, our R&D focuses on leveraging emerging possibilities with technology to improve access and efficiency. 

Headquartered in Los Angeles, Journal Technologies is a long-time, wholly-owned subsidiary of Daily Journal Corporation (NASDAQ: DJCO). We also have a major office in Logan, Utah, a team in Melbourne, Australia, an office in Victoria, Canada and a growing number of remote staff across North America and the world. 

Under our next generation of leadership, we're implementing a new vision for the company that prioritizes building an extraordinary workplace with empowered people at the heart of our business. Great people want to collaborate with great people, and we are actively looking for smart, motivated people who care deeply about the work they do.  

Senior Technical Support Analyst: 

We are seeking an experienced Senior Technical Support Staff member to join our technical support efforts, with a particular focus on hosted solutions. This role is crucial for ensuring operational excellence and reliability across our suite of hosted customer applications and general technical support. The ideal candidate will be a technical expert, and a problem-solver, capable of managing complex technical issues. 

Responsibilities: 

• Comprehensive Technical Support: Provide advanced troubleshooting and problem resolution across all support inquiries, incorporating duties typical of Support Technicians such as handling support tickets, phone calls, and email requests. 
• Hosted Solutions Expertise: Act as the primary point of contact for all issues related to hosted customer applications, including direct access and management of hosted databases and servers. 
• Collaboration and Escalation: Work closely with Cloud Operations for customer application maintenance, including restarts, upgrades, configuration changes, and application settings adjustments. Serve as the escalation point for complex issues, including bugs and system performance concerns. 
• Performance Monitoring and Management: Proactively monitor and troubleshoot performance issues, ensuring optimal functionality and addressing server crashes as they occur. 
• Mentorship and Training: Act as a support team training resource, enhancing team capabilities and knowledge. 
• Emergency Support: Provide 24/7 emergency support for hosted application emergencies, demonstrating readiness to address and resolve critical issues promptly. 
• Strategic Liaison: Serve as the liaison between support, configuration teams, and development, facilitating efficient communication and problem resolution. Manage caseloads and provide final escalation support within the direct support team. 
• Continuous Improvement: Lead efforts in continuous process improvement, contributing to the development of best practices and innovative solutions for technical support challenges. 

Knowledge, Skills, and Abilities: 

• Demonstrated expertise in technical support, with a strong focus on hosted or cloud-based solutions. 
• Proficiency in server and database management, including an understanding of cloud infrastructure and performance monitoring. 
• Exceptional problem-solving skills and the ability to manage complex technical issues. 
• Strong leadership capabilities, with experience in mentoring technical support teams. 
• Excellent communication skills, able to articulate complex technical information to a variety of audiences. 

Requirements: 

• Minimum 5 ye