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

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