Tier 3 Support Specialist

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.