Technical Support Specialist

3 days ago

Denver, Colorado, United States Alterra Mountain Company Full time
Job Title: Technical Support Analyst

About the Role:

Alterra Mountain Company is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will play a critical role in ensuring the stability and reliability of our Direct to Access (DTA) platform, which supports our season passes, including Ikon.

Key Responsibilities:

• Collaborate with internal stakeholders to understand their needs and champion our destinations' use of the system.
• Work with internal stakeholders and teams to ensure the system's configuration drives business objectives.
• Develop, share, and mentor other analysts and engineers with your deep domain knowledge and an eye towards the end-to-end solution and the experience of our guests and employees.
• Support the daily operations of Alterra's Pass Platform, including reviewing and researching incoming support tickets, communicating with stakeholders, and documenting issues.
• Prioritize and escalate issues to assure timely problem resolution, and provide regular status updates of issues, defects, and platform risks.
• Maintain product setup, perform platform administration activities, and participate in and support the product release process.

Requirements:

• 3+ years supporting critical enterprise systems.
• 3+ years in technology, support desk, quality assurance, or similar fields.
• Proven ability querying databases using T-SQL, and experience with reading and updating JSON.
• Proven record delivering clear and timely communications to stakeholders and team members, and demonstrated understanding of project scope, schedule, change, and quality management.
• Ability to work in a team environment as well as independently, and professional/lived experience working in a culturally competent manner with a diverse range of people.

What We Offer:

• Free Ikon Pass for all eligible employees, and additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents.
• Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts.
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge.
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more.
• 401(k) plan with generous company match.
• Paid parental leave of up to 6 weeks for eligible employees.
• Commuter benefits (Denver employees only).
• Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver's RiNo Art District neighborhood.

Alterra Mountain Company:

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.

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