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.