Tier 3 Support Specialist

🔥 17 hours ago

🏛️ District of Columbia, Virginia, +1 more states – Remote

🏛️ District of Columbia – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $41.4k - $107.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

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AnaVation LLC

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏛️ Government

🔒 Cybersecurity

🏢 Enterprise

Government • Cybersecurity • Enterprise

AnaVation LLC is a leading provider of technical solutions, specializing in investigative and intelligence collection, cloud and big data processing, and full spectrum cyber solutions for the Federal Government. With a focus on solving the government's hardest technical challenges, AnaVation thrives on innovation by investing in a diverse team of technologists. The company emphasizes a dynamic work environment that promotes skill development and career mobility, offering engaging missions rather than static positions. AnaVation also values a vibrant company culture with opportunities for personal and professional growth through paid training, fringe benefits, and social events.

📋 Description

• 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

• 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

• 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