Senior Technical Support Analyst

COLLABORATION | AUTHENTICITY | PURPOSE | EMPOWERMENT

Alterra 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 OFFER

• Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
• Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
• Generous discounts on outdoor gear, apparel, rental cars, etc.
• Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Commuter benefits (Denver employees only)
• Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver’s RiNo Art District neighborhood

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

Alterra is seeking a Senior Technical Support Analyst who wants to have a direct impact the ski industry.  This position will be an integral contributor to the stability of Alterra’s Direct to Access (DTA) platform. This person will be responsible for overseeing the technical support and administration of the DTA platform, which supports Alterra’s season passes, including Ikon, and is comprised of multiple individual systems and components. This includes integrations with AMP and Inntopia; support of the Central RTPONE application, cloud based DTA services, and Ikon Appliances; and the integration to resort POS systems. 

This position requires a driven self-starter who learns quickly, can traverse both technical and business domains, and can build collaborative relationships with both the development and product teams. This position will rely on skills and experience across technical support, system administration, and business analysis. The ideal candidate has a history of developing a deep understanding of business functions and procedures, managing complex software platforms, and collaborating effectively with cross-functional teams.

An ideal candidate listens exceptionally well, articulates critical path questions, is motivated to constantly learn, and has penchant to look at challenges with a very open mind.  This position will rely on skills and experience across application support, technical support & operations, communication, and a drive to learn.

ESSENTIAL DUTIES

• Support the daily operations of Alterra’s Pass Platform
• Assign, review, and research incoming support tickets through Fresh Service, focusing on triage to determine criticality; communications to affected parties; steps to resolve if possible or escalation if necessary.
• Clearly communicate with multiple stakeholders in a timely fashion the status of any issues or actions necessary to resolve.
• Document issues, including research performed, steps take to reproduces, and steps taken to resolve.
• Work with engineering team for escalated issues to articulate the issue, steps to reproduce, and support testing and confirmation of resolution.
• Prioritize and appropriately escalate issues to assure timely problem resolution.
• Work with users and business partners as needed to share information and resolve problems.
• Provide regular status updates of issues, defects, and platform risks.
• Maintain product setup, including creation and updates, while coordinating with marketing and accounting resources.
• Perform platform administration activities, focused primarily on configurations of the many systems components, product mappings between AMP, Central and Resort Systems.
• Perform platform testing to support new feature development, regression testing, and deployment activities.
• Participate in and support the product release process.
• Develop and maintain system and support documentation.
• Develop and maintain a working knowledge of Ski industry processes and procedures.
• Develop and maintain a working knowledge of Alterra’s point-of-sale, eCommerce, and access control systems.

Additional Responsibilities:

• Communicate and partner effectively with a variety of team members across Alterra Mtn Co and external partners
• Demonstrate pro-active problem resolution abilities, demonstrate an ability to be a problem solver
• Identify platform challenges and provide appropriate process and procedures to mitigate those challenges
• Foster a culture of collaboration, creativity, and innovation.
• This position may be required to work evenings, weekends, and holidays.
• Perform other duties as assigned

REQUIRED QUALIFICATIONS

• 7+ years supporting critical enterprise systems
• 5+ years in technology, support desk, quality assurance, or similar fields
• 3+ years practical experience in operational software support methodologies, using various business productivity tools like Fresh Service, Jira, Confluence, Visio/LucidChart, Teams/Slack,
• 3+ years Proven ability querying databases using T-SQL
• Experience with reading and updating JSON.
• Proven record delivering clear and timely communications to stakeholders and team members
• Demonstrated understanding of project scope, schedule, change and quality management
• Understanding of Ski Industry Resort operations preferred.

• Ability to work in a team environment as well as independently
  Professional/lived experience working in a culturally competent manner with a broad range of people.

EDUCATION REQUIREMENTS

• Bachelor’s degree in technical field, or 10+ years in applicable technical role with related responsibilities.

The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. 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 Alterra Mtn Co Shared Services Inc.’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

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 - $88,000 per year

Application 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.