Tier 3 Support Specialist

AnaVation LLC

. Serve as the Tier 3 escalation point for the help desk and resolve advanced technical issues that Tier 1 and Tier 2 cannot address .

Posted 9/23/2026full-timeRemote • United StatesMid-LevelSenior💰 $41,379 - $107,332 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting complex technical issues across applications, databases, and system integrations, while effectively communicating solutions to non-technical users. Proficient in analyzing logs and diagnostic data to enhance digital evidence management and support IT operations.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting SkillsLog AnalysisDigital Evidence ManagementCloud Environment Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingLog AnalysisApplication SupportDatabase ManagementAPI IntegrationScriptingSQLPowerShellPythonIncident Management

Soft Skills

CommunicationDocumentationCollaborationAttention to DetailTraining

Tools & Technologies

Ticketing SystemsAzureAWSActive DirectoryOAuthSSORBAC Models

Certifications & Qualifications

Public Trust

Industry Keywords

Digital EvidenceLaw Enforcement ApplicationsMedia Processing PlatformsIT OperationsTechnical Support

Tech Stack

Tools & technologies

ApacheAWSAzureCloudCyber SecurityPythonSQL

About the role

Key responsibilities & impact

Serve as the Tier 3 escalation point for the help desk and resolve advanced technical issues that Tier 1 and Tier 2 cannot address
Analyze and troubleshoot complex problems related to the digital evidence application, including workflows, data ingestion, media playback, integrations, and user permissions
Work with software development, QA, and infrastructure teams to investigate defects, replicate issues, and identify root causes
Review application logs, system events, and diagnostic data to troubleshoot errors and performance anomalies
Provide troubleshooting notes, issue documentation, and resolution steps for internal knowledge bases
Support platform updates, release rollouts, and configuration changes; assist in validating functionality after deployments
Recommend improvements to help desk processes, user documentation, and troubleshooting guides
Assist with onboarding and training help desk staff on advanced features and complex issue areas
Collaborate with cybersecurity and compliance teams on digital evidence handling and user access controls
Escalate critical or systemic issues and communicate with leadership and affected users
Maintain system expertise for evolving capabilities, integrations, and enhancements

Requirements

What you’ll need

Bachelors Degree in a relevant field such as Information Technology, Systems Engineering, or similar
5+ years of experience in technical support, IT operations, or application support roles, preferably in a Tier 2 or Tier 3 capacity
Public Trust
US Citizenship is required
Strong troubleshooting skills across applications, databases, APIs, and system integrations
Experience analyzing logs and diagnostic output (e.g., JSON, SQL logs, IIS/Apache logs, or similar)
Familiarity with ticketing systems, incident management processes, and support metrics
Ability to communicate complex technical information clearly to non-technical users
Strong documentation skills and attention to detail
Demonstrated ability to work collaboratively with engineering teams to resolve issues
Preferred: Experience supporting digital evidence management systems, law enforcement applications, media processing platforms, or similar tools
Preferred: Knowledge of Azure, AWS, or other cloud environments
Preferred: Familiarity with authentication and authorization systems (Active Directory, OAuth, SSO, RBAC models)
Preferred: Basic scripting or query knowledge (PowerShell, SQL, Python) for troubleshooting or data validation
Preferred: Experience working in small, multi-functional support teams

Benefits

Comp & perks

Generous cost sharing for medical insurance for the employee and dependents
100% company paid dental insurance for employees and dependents
100% company paid long-term and short-term disability insurance
100% company paid vision insurance for employees and dependents
401k plan with generous match and 100% immediate vesting
Competitive Pay
Generous paid leave and holiday package
Tuition and training reimbursement
Life and AD&D Insurance