Tier 3 Support Specialist

Description of Task to be Performed:

AnaVation is seeking a Tier 3 application support specialist to serve as the highest escalation point for geographically dispersed users of an enterprise digital evidence platform. This is a full-time position that can be performed remotely with occasional travel to Washington DC as needed.

What you will be doing

• Serve as the Tier 3 escalation point for the help desk; 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 closely 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 detailed 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 the help desk process, user documentation, and troubleshooting guides.
• Assist with onboarding and training of help desk staff on advanced features and common complex issue areas.
• Collaborate with cybersecurity and compliance teams to ensure proper handling of digital evidence and user access controls.
• Escalate critical or systemic issues promptly and provide clear communication to leadership and affected users. 
• Maintain a high level of system expertise to support evolving capabilities, integrations, and enhancements.

Required Qualifications:

• 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
• Clearance:
• Public Trust; US Citizenship is required
• Other Required Skills & Qualifications:
• 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 Qualifications:

• Experience supporting digital evidence management systems, law enforcement applications, media processing platforms, or similar tools.
• Knowledge of Azure, AWS, or other cloud environments.
• Familiarity with authentication and authorization systems (Active Directory, OAuth, SSO, RBAC models).
• Basic scripting or query knowledge (PowerShell, SQL, Python) for troubleshooting or data validation.
• Experience working in small, multi-functional support teams.

•        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