Application Support Analyst

Application Support Analyst

Alpine Software | Rochester, NY | On-site | Entry-level

About Alpine Software

Alpine Software builds the mission-critical software that fire and EMS agencies run their operations on. Our flagship platform, RedAlert (also known as RedNMX), is an all-in-one records management system used by departments across the country to manage incidents, personnel, training, scheduling, inspections, assets, and state and federal reporting compliance.

We are roughly 40 people, headquartered in Rochester, and backed by Banyan Software. That size is the point: you will see the whole system, the database, the integrations, the deployment models, the customers, and the people who build the product sit in the same building.

We are also in the middle of a significant platform modernization, moving our long-running Windows desktop application toward a cloud-native, AI-assisted web architecture on C#/.NET and Azure. Support sits at the center of that work.

The Role

Application Support at Alpine is a technical role, not a call-center role. On a given day you may be writing SQL against a customer database to prove out a data problem, reading service logs to figure out why a CAD feed stopped delivering calls, validating an XML payload against a schema, walking a fire chief through a workflow, and then writing the reproducible bug report that Development works from.

This is a front-line role. You'll be the first point of contact for customers over email, ticket, and phone, diagnosing the technical problem in front of you, providing a solution where you can, and collecting the right information to escalate to Development when you can't.

What you'll do

• Investigate and resolve product issues using Zendesk and Jira, including writing SQL queries against Microsoft SQL Server to validate data and isolate root cause.
• Read application and service logs, API responses, and error output to determine whether an issue is data, configuration, environment, or a genuine defect.
• Troubleshoot CAD (Computer Aided Dispatch) integrations, the pipelines that push live dispatch data into RedAlert from county dispatch centers and vendors like Motorola, CentralSquare, Tyler Technologies, and Hexagon.
• Support customers through federal and state reporting requirements, including NFIRS, NERIS, and NEMSIS, where correctness is defined by schema and validation rules.
• Write clear, reproducible bug reports and collaborate directly with QA, Product, and Development.
• Use and help improve TicketMind, our AI support tool layered on Zendesk, which is moving toward a code-aware, root-cause investigator.
• Serve as a first point of contact for departments that depend on our software, coaching customers on workflows and best practices.
• Your success will be measured against team and individual KPI targets such as Solve Rate, Resolution Time, and Responsiveness, as well as quality of response.

Who We're Looking For

• A technical foundation in SQL (able to read and write queries and joins), comfort with Windows environments, and familiarity with networking and data-format fundamentals (HTTP, APIs, XML, JSON, CSV, SFTP).
• Structured troubleshooting instincts: forming a hypothesis, testing it, and narrowing down rather than guessing.
• Strong written communication. A large share of this job is written, and precision matters, both to customers and to the engineers reading your tickets.
• An ownership mentality: you follow an issue through to resolution rather than handing it off and hoping.
• Steady and empathetic under pressure. Our customers respond to emergencies; sometimes their software problem is happening during one.
• Ability to balance a fluctuating workload of tickets and projects, and to prioritize that workload effectively.
• Background in technical support, IT services, help desk, systems administration, QA, or software development is a plus.
• Exposure to public safety, fire, or EMS operations is a plus but not required.

Where This Role Leads

Alpine has a published career progression framework for Application Support, with defined levels and formal reviews twice a year. This role is also the most common launch point at Alpine into other parts of the company: team members who started in Application Support now work across Quality Assurance, Implementation, Customer Success, Development, and Product. If your goal is to grow into engineering, QA, or product, this role gets you paid to learn the domain, the data model, and the customer first.

Compensation and Benefits

• Base salary: $55,000 to $60,000, based on experience and demonstrated skill.
• Eligible for Alpine's annual bonus plan and Quarterly Support Achievement Bonus Program.
• Health, dental, and vision coverage; 401(k); paid time off and holidays.
• Direct access to leadership and to the engineers who build the product.

Location

On-site at Alpine's Rochester, NY headquarters, Monday through Friday.

Alpine Software is an equal opportunity employer. We evaluate every applicant on merit and potential, and we are glad to discuss reasonable accommodations at any point in the process.

http://www.alpinesoftware.com