Technical Support Analyst (L2L3 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 beGreat 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 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 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 inCle 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.

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 @ 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 and/or report it to the platform where you received it.

Your safety and security are important to us. Thank you for staying vigilant.