Technical Support Analyst II

Job Description

Job Description

Company Description

At Alertus, protecting people from harm is our mission and our passion. As the leader in mass notification, we are committed to providing customizable, scalable, and cost-effective solutions, as we know even a few seconds of warning can help save lives during an emergency.

Our employees are integral to the company’s success and impact countless people's lives, safety, and well-being. We aim for a positive, collaborative environment that allows employees to work across departments easily and effectively.

Job Description

We are looking for a motivated troubleshooter to play a critical role in driving Alertus' rapid growth. The Technical Support Analyst I will report to the Technical Support Manager and will be a key player in bringing our mission to life. In this role, you will be responsible for keeping our customers’ installed Alertus systems at full readiness by combining deep technical knowledge with exceptional customer service.

Our ideal candidate is a technical, versatile problem-solver with a strong desire to always provide the best and most efficient customer service.

This position may possibly require adjusted work hours. Technical support coverage ranges from 7am-7pm EST.

A Day in the Life :

• Answer incoming Support calls
• Research, analyze & resolve Alertus hardware & software issues escalated from lower-tiered support
• Support lower-tiered Support Analysts assisting customers via phone, email, and screen share
• Collaborate with Support Lead & colleagues to identify, diagnose, & resolve software or hardware issues
• Prioritize assigned cases & escalate to higher-tiered support or Support Lead as needed
• Support colleagues during testing, troubleshooting, and problem replication phases of product life cycles
• Provide guidance to customers on installing & configuring Alertus solutions
• Collect & analyze detailed information to categorize and document requests
• Create, review & update knowledge base articles for both internal and customer use
• Conduct Assurance Reviews with Alertus customers
• Leverage knowledge & experiences to grow the Alertus knowledge base
• Leverage skills in technical leadership / case management

Required Skills :

Desired Skills :

Education and Experience :

Alertus Career Advantages :

The referenced base salary range represents the low and high end of Alertus’ salary range for this position. Not all candidates will be eligible for the upper end of the salary range. Exact salary will depend on several factors, which may include the successful candidate's geographic location, skills, work experience, market conditions, education / training and other qualifications.

Additional Information :

All applicants who wish to be employed by Alertus, regardless of work location, must be fully vaccinated or in the progress of vaccination by the first day of their employment (some exceptions may be considered if within the guidelines of the company policy). Proof of vaccination or exemption must be provided prior to their start date.

Protecting people from harm is what we do. It's our mission and our passion. As a company dedicated to developing advanced technologies to help save lives, we feel strongly that our employees protect themselves and others from a potentially fatal virus. We encourage everyone who can safely do so to vaccinate against COVID-19.

Alertus Technologies is an Equal Opportunity / Affirmative Action Employer. All applicants will be considered for employment without attention to race, color, sex, religion, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

All your information will be kept confidential according to EEO guidelines.

AT THIS TIME, ALERTUS DOES NOT PROVIDE VISA SPONSORSHIP

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.