Posted 1 day ago

Tier 3 Support Specialist

WashingtonRemoteFull-time

AI Summary

Serves as the highest escalation point for an enterprise digital evidence platform, resolving advanced technical issues and collaborating with engineering, QA, and infrastructure teams.

About this role

Be Challenged and Make a Difference

In a world of technology, people make the difference. We believe if we invest in great people, then great things will happen. At AnaVation, we provide unmatched value to our customers and employees through innovative solutions and an engaging culture.

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.

Skills

Active DirectoryApacheAPI TroubleshootingApplication SupportAWSAzureDatabase TroubleshootingDigital Evidence ManagementIISIncident ManagementJSONLog AnalysisOAuthPowerShellPythonRBACSQLSSOTicketing SystemsTroubleshooting