Lever

Lever

Lever is a leading Talent Acquisition Suite that provides modern hiring and talent management solutions. Their applicant tracking system (ATS) with candidate relationship management capabilities empowers hiring teams to streamline recruiting efforts an...

Professional Services
251-1K
Founded 2012
$123M raised

Description

  • Serve as the Tier 3 escalation point and resolve complex issues beyond Tier 1 and Tier 2 support.
  • Troubleshoot application workflows, data ingestion, media playback, integrations, permissions, and performance issues.
  • Analyze application logs, system events, and diagnostic data to identify errors and anomalies.
  • Collaborate with software development, QA, infrastructure, cybersecurity, and compliance teams to reproduce defects and determine root causes.
  • Support platform updates, releases, deployments, and configuration changes, including post-deployment validation.
  • Document troubleshooting findings, resolutions, and procedures for internal knowledge bases.
  • Recommend improvements to help desk processes, user documentation, and troubleshooting guides.
  • Train help desk staff on advanced platform features and complex support scenarios.
  • Escalate critical or systemic issues and communicate status to leadership and affected users.
  • Maintain expertise in evolving platform capabilities, integrations, and enhancements.

Requirements

  • Bachelor’s degree in Information Technology, Systems Engineering, or a related field.
  • 5+ years of experience in technical support, IT operations, or application support, preferably at the Tier 2 or Tier 3 level.
  • U.S. citizenship and eligibility for a Public Trust clearance.
  • Strong troubleshooting skills across applications, databases, APIs, and system integrations.
  • Experience analyzing logs and diagnostic output, including JSON, SQL, IIS, or Apache logs.
  • Familiarity with ticketing systems, incident management processes, and support metrics.
  • Ability to explain complex technical information clearly to non-technical users.
  • Strong documentation skills and attention to detail.
  • Experience collaborating with engineering teams to resolve issues.
  • Preferred experience with digital evidence, law enforcement, media processing, or similar systems; cloud platforms; authentication and authorization systems; PowerShell, SQL, or Python; and small multifunctional support teams.

Benefits

  • Remote work with occasional travel to Washington, DC.
  • Generous medical insurance cost sharing for employees and dependents.
  • Company-paid dental, vision, short-term disability, and long-term disability insurance.
  • 401(k) plan with generous matching and immediate 100% vesting.
  • Competitive pay and generous paid leave and holiday package.
  • Tuition and training reimbursement.
  • Life and AD&D insurance.

Interested in this position?

Apply directly on the company website

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