Tier 3 Support Specialist

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.

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
About AnaVation 
AnaVation is the leader in solving the most complex technical challenges for collection and processing in the U.S. Federal Intelligence Community. We are a US owned company headquartered in Chantilly, Virginia. We deliver groundbreaking research with advanced software and systems engineering that provides an information advantage to contribute to the mission and operational success of our customers. We offer complex challenges, a top-notch work environment, and a world-class, collaborative team.  
 
If you want to grow your career and make a difference while doing it, AnaVation is the perfect fit for you! 
 
AnaVation is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

Please note: The listed salary range reflects our market-based compensation structure. Final compensation will depend on business needs, local market conditions, internal equity, and the selected candidate’s skills, education, and experience.