Overview

We are seeking an experienced and dedicated Support Technician to join our team, specializing in providing advanced technical support for our custom and out of the box software solutions, with a strong emphasis on Document Management Applications. The ideal candidate will have 3–5 years of relevant experience, a proven track record of supporting complex, custom software, and deep technical knowledge of related infrastructure. Familiarity with Microsoft SQL Server and Microsoft Windows Server is essential. Experience with the DocStar product is a significant advantage.

Responsibilities

• Provide Tier 2 and Tier 3 technical support for custom-built software solutions, focusing primarily on document management applications.
• Troubleshoot and resolve complex issues related to software functionality, performance, and integrations, working closely with development and QA teams when necessary.
• Manage support tickets from creation to resolution, ensuring timely and effective communication with clients and stakeholders.
• Develop and maintain comprehensive support documentation, knowledge base articles, and FAQs for internal and external use.
• Install, configure, and maintain support environments, including virtual machines and test beds, to replicate customer issues.
• Perform regular monitoring and preventative maintenance tasks on supported systems.
• Assist in the deployment and configuration of Document Management solutions for new and existing clients.
• Contribute to ongoing process improvements to enhance the efficiency and quality of the support function.
• Participate in an on-call rotation as required.

Qualifications

Required Experience and Skills

• Experience: 3–5 years of professional experience in a technical support, application support, or systems administration role supporting custom software solutions.
• Operating Systems: Deep familiarity and hands-on experience with Microsoft Windows Server (installation, configuration, troubleshooting) in both physical and virtual environments.
• Databases: Proficiency in Microsoft SQL Server, including writing and executing complex queries, performance tuning, and database maintenance/troubleshooting.
• Problem-Solving: Proven ability to diagnose, analyze, and resolve intricate technical problems across software, database, and operating system layers.
• Communication: Excellent verbal and written communication skills for clear interaction with both technical and non-technical audiences.

Highly Desired Skills (Large Plus)

• Document Management Expertise: Strong, direct experience supporting Document Management Applications.
• Product Knowledge: Significant familiarity and hands-on experience providing support for the DocStar product suite.

Equal Opportunity Employer:

Job Type:

• Full-time

Benefits:

• 401(k) w/ matching
• Medical/Dental/Vision insurance
• Flexible Spending & Health Savings Account Options
• Life insurance
• Paid Time Off

Experience level:

• 3 to 5 years

Schedule:

• Day Shift (9am to 5pm), Monday to Friday
• Work Location: In person - Kirklin, IN or Crofton, MD