Technical Support Analyst at Alterra Mountain Company

Year RoundCOLLABORATION | AUTHENTICITY | PURPOSE | EMPOWERMENTAlterra Mountain Company is a family of iconic year-round mountain destinations, the world's largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.WHAT WE OFFERFree Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependentsDiscounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resortsFlexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and rechargeGenerous discounts on outdoor gear, apparel, rental cars, etc.Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more401(k) plan with generous company matchPaid parental leave of up to 6 weeks for eligible employeesCommuter benefits (Denver employees only)Hybrid workplace policy encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver's RiNo Art District neighborhood (for eligible employees).For information on Alterra Mountain Company's Social Responsibility work, please see our webpage at https://www.alterramtn.co/impact. Among other resources, Alterra has a slate of Employee Resource Groups to support our workforce.POSITION SUMMARY As a Mid-Level Technical Analyst, you'll play a critical role in supporting the daily operations of Alterra's Pass Platform. You'll be responsible for triaging and resolving support issues, collaborating with technical and business teams, and ensuring platform stability and performance. This role requires solid analytical thinking, communication skills, and some experience in working within technical platforms or environments. ESSENTIAL DUTIESGeneral ResponsibilitiesMonitor and manage incoming support tickets via Fresh Service, identifying priority and potential impacts.Conduct research and provide first- and second-level support for platform issues, escalating to senior team members or engineering as needed.Maintain documentation of issues, root causes, and resolution steps to support knowledge sharing and trend analysis.Support testing efforts including regression and feature testing in collaboration with QA and Engineering teams.Communicate issue statuses and resolutions to affected users and stakeholders clearly and promptly.Perform configuration and product setup tasks across internal systems (AMP, Central, Resort POS systems).Participate in platform release cycles, including change validation and communication support.Develop knowledge of Alterra's eCommerce, POS, and access systems, and how they integrate.Assist in maintaining support and operational documentation.Collaborate cross-functionally with marketing, finance, and IT to ensure consistency and accuracy in product and platform setup.Other duties as assignedREQUIRED QUALIFICATIONS2-4 years of experience in a technical support or business systems analyst role.Experience with helpdesk or ticketing platforms (e.g., Fresh Service, Jira).Familiarity with testing practices and tools.Strong communication skills with technical and non-technical stakeholders.Experience in hospitality, ticketing, or retail POS systems is a plus.Other Details:Must be adaptable to work occasional evenings, weekends, or holidays during peak times or releases.Ability to work independently while collaborating effectively with a broader team.Professional/lived experience working in a culturally competent manner with a broad range of people.The base salary range below represents the low and high end of the salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of the Company's total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.Denver area base salary range: $67,000 to $85,000 per yearApplication Deadline: This position is open and still accepting applications.To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.Alterra Mountain Company and its affiliates are equal opportunity employers.