Support Specialist II

American Society of Crime Laboratory Directors (ASCLD)

Support Specialist II providing Tier 2 technical support and user enablement for Versaterm customers. Handles hardware issues and conducts training for complex workflows in public safety technology.

Posted 4/14/2026full-timeMesa • Arizona • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

SQLSwitching

About the role

Key responsibilities & impact

Diagnose hardware-related issues and system performance problems
Manage user access permissions across multiple systems
Conduct initial investigation of backend database and logic issues
Coordinate with technical teams while maintaining ticket ownership
Implement complex features for specific customer workflows
Customize solutions combining technical configuration and process optimization
Deliver personalized training on both technical and functional aspects
Create custom documentation covering technical setup and usage best practices
Resolve issues requiring both technical fixes and user education
Analyze problems to determine root cause (technical defect vs. knowledge gap)
Develop solutions that address both system configuration and user adoption
Provide comprehensive support for integration challenges
Document resolutions that include both technical steps and usage guidance
Participate in on-call rotation for after-hours support
Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

Requirements

What you’ll need

Degree or diploma in Information Technology, Computer Science, Business, or related field (or equivalent industry experience and training)
A minimum of 1-3 years of experience in technical support or business analysis
Intermediate technical skills including SQL and system troubleshooting
Familiarity and experience with software customization and workflow optimization
Ability to handle both technical investigation and user training
Strong analytical skills for complex problem-solving
Excellent communication skills across technical and business contexts
Ability to diagnose and resolve multi-faceted issues
Capability to deliver both technical and educational support
Strong context-switching between different support types
Flexibility to handle diverse customer needs
Experience in software implementation or consulting (asset qualification)
Certifications in both technical and business domains (asset qualification)
Knowledge of both ITIL and customer success methodologies (asset qualification)
Experience with system integration projects (asset qualification)
Project management experience (asset qualification)

Benefits

Comp & perks

Health insurance
401(k) matching
Flexible work hours
Paid time off
Remote work options

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SQLsystem troubleshootingsoftware customizationworkflow optimizationtechnical investigationuser trainingproblem-solvingsystem integrationproject management

Soft Skills

analytical skillscommunication skillscontext-switchingflexibilitycustomer support

Certifications

ITILcustomer success methodologies