Technical Support Analyst - (L2/L3 - Linux & SQL)

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC. About Banyan Software: Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build, and grow great enterprise software businesses around the world that have dominant positions in niche vertical markets. Founded in 2016 with a permanent capital base, Banyan follows a buy-and-hold-for-life strategy designed to preserve founder legacies and support long-term growth. Banyan is proud to be Great Place to Work® Certified, committed to making an enduring impact, and recognized for the last five years as one of the fastest-growing private companies in the U.S. on the Inc. 5000, as well as a top 10 company on the Deloitte Technology Fast 500. About Comtronic Systems (A Banyan Portfolio): Comtronic Systems delivers enterprise software solutions that support collections and financial services organizations. Its flagship platforms, Debtmaster and CallThru, power mission-critical operations for clients through integrated database and telephony systems. Operating in a high-availability, production-critical environment, Comtronic supports complex client workflows where reliability, responsiveness, and technical depth are essential. The CallThru platform combines VoIP, database integration, and infrastructure components to enable scalable communication systems for clients. About the Role: Comtronic Systems are seeking a highly capable Technical Support Analyst (CallThru Platform) to support, troubleshoot, and enhance our telephony and database-driven systems. This is an advanced technical support role that combines customer interaction, system troubleshooting, and platform-level ownership. You will serve as a key point of contact for clients while also working deeply within the CallThru platform, diagnosing issues across Linux systems, VoIP infrastructure, and SQL databases. The role requires strong problem-solving ability, technical curiosity, and the ability to operate independently in a production support environment. This is an on-site role based in Cle Elum, WA The Role: Deliver High-Quality Customer Support: Manage incoming support requests, provide timely resolutions, and communicate clearly with clients throughout the lifecycle of investigations. Own Technical Investigations End-to-End: Diagnose and resolve complex issues across telephony, databases, and infrastructure layers, ensuring thorough documentation and timely follow-ups. Troubleshoot VoIP & Telephony Systems: Support CallThru platform operations, including SIP configurations, dial plan modifications, call quality analysis, and telephony integrations. Work Across Linux & Infrastructure Layers: Install and configure systems on Linux servers, manage services, and perform troubleshooting using command-line tools. Analyze System Performance & Logs: Utilize tools such as sngrep, tcpdump, Wireshark, and system logs to diagnose latency, jitter, and connectivity issues. Support Database & Integration Workflows: Work with SQL databases to troubleshoot integrations, execute queries, and support system data flows. Collaborate with Product & Engineering: Escalate and triage platform-level issues, contribute to feature testing, and support system improvements. Maintain Documentation & SOPs: Ensure all work is documented clearly, contribute to internal knowledge bases, and support training efforts. Act as Technical SME: Serve as an escalation point for complex issues and contribute to team knowledge sharing and continuous improvement. Qualifications for Success: 3 - 5+ years of experience in technical support, systems administration, or a related role supporting production environments. Strong troubleshooting skills across multiple layers (application, database, infrastructure, networking). Hands-on experience with Linux systems and command-line tools. Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, NAT, and SSH. Experience or exposure to VoIP, SIP, telephony systems, or Asterisk is highly desirable. Working knowledge of SQL, including ability to write and troubleshoot queries. Ability to analyze logs and debug system-level issues using diagnostic tools. Strong written and verbal communication skills with the ability to manage client interactions professionally. Ability to manage multiple priorities, operate independently, and maintain high documentation standards. Curiosity and willingness to learn complex systems and grow into platform ownership. Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Teams, associates, our Operating Companies, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone. Compensation Range – 65-70K Base, Benefits and other perks Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Recruitment Notice Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation. Beware of Recruitment Scams We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. Protect yourself by following these steps: Verify that all communications from our recruiting team come from an @banyansoftware.com email address. Remember, employers will never request payment or banking information during the hiring process. If you receive a suspicious message, do not respond — instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it. Your safety and security are important to us. Thank you for staying vigilant.