Technical Support Specialist

5 days ago

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

Alterra Mountain Company is seeking a highly skilled Technical Support Analyst to join our team. As a Technical Support Analyst, you will be responsible for providing technical support and administration for our Direct to Access (DTA) platform, which supports our season passes, including Ikon.

Key Responsibilities:
  • Provide technical support and administration for the DTA platform, including integrations with AMP and Inntopia, Central RTPONE application, cloud-based DTA services, and Ikon Appliances.
  • Collaborate with internal stakeholders in Marketing, Finance, and Operations to understand their needs and champion our destinations and their use of the system.
  • Work with internal stakeholders and teams throughout the year to ensure the system's configuration drives the stated business objectives.
  • Support software engineers in writing clear requirements and stories, and develop, share, and mentor other analysts and engineers with your deep domain knowledge.
  • Document issues, including research performed, steps taken to reproduce, and steps taken to resolve.
  • Prioritize and escalate issues to assure timely problem resolution.
  • Provide regular status updates of issues, defects, and platform risks.
  • Maintain product setup, including creation and updates, while coordinating with marketing and accounting resources.
  • Perform platform administration activities, focused primarily on configurations of the many systems components, product mappings between AMP, Central, and Resort Systems.
  • Perform platform testing to support new feature development, regression testing, and deployment activities.
  • Participate in and support the product release process.
  • Develop and maintain system and support documentation.
Requirements:
  • 3+ years supporting critical enterprise systems.
  • 3+ years in technology, support desk, quality assurance, or similar fields.
  • 3+ years practical experience in operational software support methodologies, using various business productivity tools like Fresh Service, Jira, Confluence, Visio/LucidChart, Teams/Slack.
  • 3+ years Proven ability querying databases using T-SQL.
  • Experience with reading and updating JSON.
  • Proven record delivering clear and timely communications to stakeholders and team members.
  • Demonstrated understanding of project scope, schedule, change, and quality management.
  • Understanding of Ski Industry Resort operations preferred.
  • Ability to work in a team environment as well as independently.
  • Professional/lived experience working in a culturally competent manner with a diverse range of people.
Education Requirements:
  • Bachelor's degree in technical field, or 5 years in applicable technical role with related responsibilities.

Alterra Mountain Company and its affiliates are equal opportunity employers. The base salary range for this position is $58,000 to $81,000 per year. Application deadline is ongoing. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.

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