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Job Summary: equivant builds the technology that helps courts operate with fairness, integrity, and confidence, and JWorks is our flagship Java-based court case management platform. We are looking for a technically sharp, self-directed Customer Care Analyst to join our JWorks support team. This role is good for someone who sees a problem and digs in, asks the right questions, and aspires to solve hard technical challenges. You will own Tier I support for JWorks, serving as a critical bridge between our customers and our engineering and product teams while building real relationships with the court professionals who rely on the platform every day. If you have a background in enterprise software support, thrive when things move fast, and want to develop and grow as an expert in a critical court platform, we want to talk to you. Job Description: We are looking for a customer oriented professional who can take on the responsibility of providing Tier I software application support for the equivant case management system(s) and companion product(s). Key Responsibilities • Handle customer inquiries with professionalism and empathy via phone and Zendesk platform . • Build and nurture relationships with court administrators and end users, proactively surfacing concerns before they become escalations. • Accurately log, track, and manage issues using our ticketing system with a high standard of detail and clarity. • Apply deep knowledge of JWorks and its underlying technologies to diagnose and resolve complex application issues including SQL query analysis, application log review, and configuration troubleshooting. • Investigate data issues, workflow failures, integration errors, and document generation problems with minimal escalation. • Provide effective workarounds when immediate fixes are unavailable, communicating clearly what the limitation is and what customers can expect. • Recognize patterns across cases and proactively flag recurring issues to the engineering team. • Assess and prioritize inbound issues using predefined severity criteria and your own technical judgment . • Route issues appropriately based on technical scope, urgency, and the responsible team . • Manage your own queue with ownership and discipline, addressing the highest-impact issues first. • Maintain clear, proactive communication with customers throughout the resolution lifecycle . • Work closely with Product, Development, QA, and Deployment teams to coordinate fixes, validate solutions, and close the loop with customers. • Confidently initiate conversations with engineers and product managers when you need answers . • Thoroughly document technical issues, root causes, and resolutions to build a reusable knowledge base as our customer base grows. • Contribute to process improvement efforts and help identify systemic gaps in product behavior or support workflows. • Escalate to management with well-organized, decision-ready summaries . • Participate in on-call rotations and support after- hours incident response. Qualifications Required • 3+ years of experience in technical support or software troubleshooting in an enterprise environment. • Strong hands-on proficiency with Microsoft SQL you can write and read queries, trace execution plans, and identify data issues independently. • Demonstrated ability to diagnose complex application issues across multiple layers (application, database, configuration, integration). • Exceptional written and verbal communication skills - with customers, teammates, and leadershi p . • Proven ability to manage a queue of complex tasks in a deadline-driven environment without losing quality. • Self-starter mentality: you identify problems, ask the right questions, and drive toward resolution. • Associate's degree or equivalent practical experience. Preferences • Experience with JWorks, CourtView , or other court case management software. • Familiarity with county, municipal, or district court operations and terminology. • Exposure to Java web application environments (Spring MVC, WAR deployments, application server logs). • ITIL 4 Foundation • CompTIA A+ • Bachelor's degree in Computer Science , Information Systems, or a related field. Worker Type: Festanstellung Number of Openings Available: 0