A hybrid role at Agile Defense.
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Job Description
The Tier III Analyst role was created to strengthen the organization’s advanced support structure and ensure consistent, high‑quality resolution of complex technical issues. As systems and customer needs have grown, the team requires a dedicated specialist who can oversee ticket workflows, maintain critical documentation, and drive continuous improvement across support processes.
This role plays a key part in bridging daily operational needs with long‑term enhancements, ensuring both efficient internal operations and a better overall customer experience.
Education and Background
High School Diploma or equivalent(GED) required.
Years of Experience
7+ years
Required Skills
The Tier III Analyst will be responsible for maintaining and implementing the Tier III support structure and ticket resolution processes. They will engage in ticket reviews, minor troubleshooting, and ticket assignments, and be responsible for providing status updates regarding current ticket load and resolution metrics.
They will also be responsible for organizing trackers and work for Tier III related documentation, such as Standard Operating Procedures and Knowledge Base Articles. With a constant eye for improvement, they will participate in process improvement sessions to streamline team procedures and enhance system functionality for better end customer experience.…
Agile Defense
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