Direct Support Professional

Core Dynamics LLC, an Austin-based technology consulting firm, seeks a Direct Support Professional to deliver day and evening technical support across custom software, integrations, and data-driven applications. You will triage and resolve user issues, monitor systems, and escalate complex incidents to engineering teams. Responsibilities include managing tickets, documenting solutions, supporting deployments, and assisting with user training. You'll collaborate with cross-functional squads, contribute to process improvements, and help ensure stable, secure, and high-performing client environments in a fast-paced, innovation-driven culture.

Responsibilities

• Provide day and evening technical support for custom software, integrations, and data applications
• Triage, troubleshoot, and resolve user-reported issues within defined SLAs
• Monitor application and system health, escalating complex incidents as needed
• Manage and update tickets, ensuring accurate documentation and timely communication
• Collaborate with engineering and consulting teams on incident resolution and root-cause analysis
• Support application releases, configuration changes, and environment validations
• Create and maintain knowledge base articles and user-facing documentation
• Assist with user onboarding, training, and guidance on best practices
• Contribute to continuous improvement of support processes, tooling, and workflows
• Ensure adherence to security, compliance, and quality standards in all support activities

Required Skills

• Technical support troubleshooting
• Windows and Linux administration
• Ticketing systems (Jira, Service
• Now, Zendesk)
• Basic networking (TCP/IP, DNS, VPN)
• Saa
• S and cloud application support
• SQL and data querying
• Remote desktop tools
• Documentation and knowledge base creation
• Incident and problem management
• Customer communication and escalation