equivant
GovTech & Civic Tech
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Job Summary:
equivant builds the technology that helps courts operate with fairness, integrity, and confidence, and JWorks is our flagship Java-based court case management platform. We are looking for a technically sharp, self-directed Customer Care Analyst to join our JWorks support team. This role is good for someone who sees a problem and digs in, asks the right questions, and aspires to solve hard technical challenges. You will own Tier I support for JWorks, serving as a critical bridge between our customers and our engineering and product teams while building real relationships with the court professionals who rely on the platform every day. If you have a background in enterprise software support, thrive when things move fast, and want to develop and grow as an expert in a critical court platform, we want to talk to you.Job Description:
We are looking for a customer oriented professional who can take on the responsibility of providing Tier I software application support for the equivant case management system(s) and companion product(s).
Handle customer inquiries with professionalism and empathy via phone and Zendesk platform.
Build and nurture relationships with court administrators and end users, proactively surfacing concerns before they become escalations.
Accurately log, track, and manage issues using our ticketing system with a high standard of detail and clarity.
Apply deep knowledge of JWorks and its underlying technologies to diagnose and resolve complex application issues including SQL query analysis, application log review, and configuration troubleshooting.
Investigate data issues, workflow failures, integration errors, and document generation problems with minimal escalation.
Provide effective workarounds when immediate fixes are unavailable, communicating clearly what the limitation is and what customers can expect.
Recognize patterns across cases and proactively flag recurring issues to the engineering team.
Assess and prioritize inbound issues using predefined severity criteria and your own technical judgment.
Route issues appropriately based on technical scope, urgency, and the responsible team.
Manage your own queue with ownership and discipline, addressing the highest-impact issues first.
Maintain clear, proactive communication with customers throughout the resolution lifecycle.
Work closely with Product, Development, QA, and Deployment teams to coordinate fixes, validate solutions, and close the loop with customers.
Confidently initiate conversations with engineers and product managers when you need answers.
Thoroughly document technical issues, root causes, and resolutions to build a reusable knowledge base as our customer base grows.
Contribute to process improvement efforts and help identify systemic gaps in product behavior or support workflows.
Escalate to management with well-organized, decision-ready summaries.
Participate in on-call rotations and support after-hours incident response.
Qualifications
Required
3+ years of experience in technical support or software troubleshooting in an enterprise environment.
Strong hands-on proficiency with Microsoft SQL you can write and read queries, trace execution plans, and identify data issues independently.
Demonstrated ability to diagnose complex application issues across multiple layers (application, database, configuration, integration).
Exceptional written and verbal communication skills - with customers, teammates, and leadership.
Proven ability to manage a queue of complex tasks in a deadline-driven environment without losing quality.
Self-starter mentality: you identify problems, ask the right questions, and drive toward resolution.
Associate's degree or equivalent practical experience.
Preferences
Experience with JWorks, CourtView, or other court case management software.
Familiarity with county, municipal, or district court operations and terminology.
Exposure to Java web application environments (Spring MVC, WAR deployments, application server logs).
ITIL 4 Foundation
CompTIA A+
Bachelor's degree in Computer Science, Information Systems, or a related field.
Worker Type:
RegularNumber of Openings Available:
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