Work at Issuetrak!

At Issuetrak, we put people first - and that starts with our employees. Along with our pride in our work and customer support, our truly family-first culture, flexible work schedules, and emphasis on empathy set us apart.


It's nice to meet you!

Issuetrak is a small but mighty B2B software development company. We write programs that work for people, instead of forcing people to think like programs. With 30 years of experience developing operations management software (our customers use us to track anything and everything from traffic incidents to COVID cases) and the best customer service ratings in the business, we have always been and always will be a people-first software company.

That starts with our employees. Our team members enjoy a collaborative, dynamic work environment where their voices are heard and their contributions recognized. We take care of our team with a competitive salary and a comprehensive benefits package. And we’ve been voted one of the best places to work in Hampton Roads! Issuetrak is currently fully remote but expects to return to hybrid work this year. Flex scheduling is available.


We offer a comprehensive benefits package to all of our employees.

Generous paid time off

13 paid holidays

A day off for your birthday

Time off for volunteering

Medical, dental, and vision insurance

401k Match

Hybrid workplace

Flex schedules available

DoorDash Pass

job-offerCurrent openings

Technical Support Analyst


Join one of the top technical support teams in the SaaS industry! Issuetrak is searching for a new Technical Support Analyst. We’re looking for someone with an enthusiastic personality and superb customer service skills who can provide exceptional technical assistance to our current and prospective customers. Applicants should have strong communication skills, the ability to work independently and as a team member, and a desire to strengthen and improve their technical skills. This will be a hybrid remote/office position in Virginia Beach, VA with flexible scheduling. Apply for the same job our now-CEO held as his first role at Issuetrak! 

What you'll be doing

The Technical Support Analyst provides technical support for Issuetrak clientele. Your tasks will include:

  • Providing end-to-end customer support and technical issue resolution for customers and prospects via email, phone, chat, our tracking software, and other electronic media.
  • Assisting internal and external customers and prospects with Issuetrak software installation, configuration, and troubleshooting.
  • Creating new user accounts for customers and prospects.
  • Troubleshooting Issuetrak software-related problems dealing with SQL servers, IIS configuration, Active Directory, email processing (Exchange, POP3, IMAP, and SMTP), and Windows Server configuration.
  • Replicating problems within a test environment in order to escalate to the development team for additional assistance.
  • Managing, communicating, and escalating issues to the appropriate group or individual for resolution.
  • Assisting the Customer Operations Department as needed for various projects and/or supporting internal team members with Issuetrak software or cloud-related issues.
  • Assist with internal product testing and conduct regression testing.
  • Recommending changes/improvements to the Issuetrak software product.
  • Assisting with identifying/analyzing issue trends.
  • Training other team members on specific technical topics as needed.
  • Acting as a role model for the Issuetrak team culture.
  • Assisting with various projects, documentation, and knowledge base reviews/updates and new content creation.
  • Other duties as assigned. You must be available to work a flexible shift and for after-hours emergency calls.
    Complete product training with customers.

Ideal Qualifications

Our ideal candidate will have:

  • Excellent written, verbal, and interpersonal communication skills.
  • Availability to work an 8-hour shift between Mon-Fri 8am-8pm after training is completed.
  • At least two years of Help Desk and/or technical support experience preferred.
  • Education, experience, or a combination that has led to:
    • Working knowledge of any of the following: Active Directory, Exchange Server, SQL Server, IIS, and Windows Server, and general website configuration/troubleshooting.
    • Proficiency with Microsoft technologies and web application hosting.
  • Strong troubleshooting skills with the ability to adapt to the skill level of the customer.
  • Software training experience is preferred.
  • The ability to learn quickly and adapt to changing priorities.
  • Detail-oriented, self-motivated work ethic with a dedication to success.
  • Excellent time management, able to effectively prioritize work in a fast-paced environment.
  • The ability to work both independently and as a part of a team as needed.

We offer a comprehensive benefits package to all of our employees, including the following:

  • Generous PTO package
  • 13 observed and paid holidays
  • A day off for your birthday!
  • Time off for volunteering!
  • Medical, dental, and vision insurance
  • Simple IRA matching
  • Flex schedules available
  • DoorDash Pass