Technical Support Analyst

Responsibilities

• Provide Level 2 technical support by receiving, prioritizing, and troubleshooting tickets related to application performance, data integrations, coding-related issues, and customer engagement systems.
• Analyze application logs and other technical data to identify root causes, establish next steps, and support timely issue resolution.
• Investigate trends across tickets and recurring issues, thinking beyond the immediate request to recommend broader improvements, enhancements, or preventative actions.
• Partner with development teams, technical leads, architecture, and external IT teams to ensure applications are operating with high performance, reliability, and system integrity.
• Support monitoring, alerting, reporting, and dashboard needs for Rapid Response and dedicated support areas.
• Leverage data and factual evidence to support business discussions, decisions, and solution recommendations.
• Document issue details, troubleshooting steps, resolution paths, and recommended next actions clearly and accurately within the ticketing system.
• Communicate effectively with stakeholders at multiple levels of the organization, including business users, technical teams, and senior leadership.
• Participate in the weekday on-call ticket rotation during standard business hours, enabling the broader team to focus on enhancement work.

Qualifications

• 1+ year of relevant technical support, application support, or related IT experience; 2+ years performing similar duties preferred.
• Experience operating from a ticketing system such as Ivanti, ServiceNow, or a similar platform.
• Strong troubleshooting acumen with the ability to investigate complex technical issues, determine root cause, and recommend clear next steps.
• Technical exposure to or hands-on experience with Angular and Java, with the ability to troubleshoot application or coding-related issues.
• Experience supporting or troubleshooting data integrations and application workflows.
• Ability to build or support dashboard reporting for IT and business leadership.
• Highly organized and detail-oriented, with the ability to manage multiple priorities in a fast-paced and evolving environment.
• Strong communication skills, including the ability to explain technical concepts to non-technical users and write updates for senior leadership.
• A customer service focus and mindset, including empathy, patience, and professionalism when supporting end users.
• Comfort operating in ambiguity and a developing role where processes may continue to evolve.

Pay & Benefits

The salary range for this role is $62,000 to $85,000 or the hourly equivalent. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, Turnberry Solutions offers benefits such as a comprehensive healthcare package (medical, dental, vision), disability and group term life insurance, health and flexible spending accounts, a utilization bonus, 401(k) with match, flexible time off for salaried employees, parental leave for salaried employees, and flexible work arrangements (all benefits are subject to eligibility requirements).