Technical Support Specialist

Who we are

Aquila, a group within Constellation Software Inc., one of North America’s largest and most respected software companies, invests in category-defining B2B and B2G software businesses globally, providing long-term support and strategic guidance. Emphasys Software has been part of Aquila since 2008.

Operating across five specialized divisions, Emphasys provides mission-critical software that modernizes and streamlines complex processes for housing authorities, lenders, and government agencies in nearly every state. Through both products and services, Emphasys helps house roughly half of the families most in need in the country.

At Emphasys PHA, a division of Emphasys, we develop and support industry-leading software designed specifically for Public Housing Authorities across the United States. As a trusted provider in the affordable housing sector, our solutions help PHAs efficiently manage operations, ensure regulatory compliance, and deliver critical housing services to families and individuals in need. From applicant intake to rent calculations and unit inspections, our platform supports the full lifecycle of public housing programs—empowering agencies to focus on their mission of providing safe, stable, and affordable housing.

Who we need

Reporting to the Technical Operations Manager, we are looking for a Technical Support Specialist. As our new Technical Support Specialist you will be part of a team providing front-line technical expertise across our hosted environments, taking ownership of escalated issues related to Azure Virtual Desktop Infrastructure (VDI), MSIX App Streaming, SQL performance, and application deployment pipelines. You will work closely with our Infrastructure, Development, and Product teams to troubleshoot, document, and improve the reliability, performance and security of our technical operations.

This is a full-time, fully remote position within the US.

What’s in it for you

Breadth and depth. You will deepen your expertise in modern cloud platforms and deployment tools while building hands-on experience across a wide range of technologies—from virtual desktops and SQL databases to application deployment pipelines. Your work will support essential systems used by government clients to manage funding, determine program eligibility, and allocate resources within their communities.

A collaborative culture. You will join a close-knit support team trusted with high-priority issues and critical environments. While much of your time will be spent on ticket resolution, your input on optimization, documentation, and internal tooling will be valued. 

Career growth. You will receive direct mentorship from seasoned leaders and collaborate with a skilled team where teaching is prioritized. Whether you want to grow your role on this team, another area of Emphasys, or as part of the larger Aquila team, you will be supported in your career development. 

As our new Technical Support Specialist, you will:

• Support Azure-hosted environments. You will provide tier 1 and 2 support across Azure Virtual Desktop (AVD), SQL databases, MSIX app streaming, and related Microsoft services. You will support cloud migrations and environment upgrades by performing environment testing, documentation, and troubleshooting.
• Resolve technical issues. You will respond to a range of tickets, including password resets, printing issues, environment access, SQL errors, and plug-in failures. You will troubleshoot, resolve, and communicate problems based on priority, escalating when necessary.
• Manage and optimize deployments. You will assist with managing CI/CD pipelines, primarily using Octopus Deploy, and help automate processes for application updates and patches.
• Work across server technologies. You will interact with IIS, Active Directory, File Servers, Domain Controllers, and API Servers to support performance, access, and integrations. You will assist with database backups, restores, and disaster recovery to ensure continuity and performance.
• Document, track, and improve. You will log incident reports, resolution steps, and system notes in the internal ticketing system. You will identify opportunities to improve documentation, streamline support tasks, and share knowledge with peers.

You bring:

• The customer service focus. You have professional, adaptable communication skills and can explain technical issues clearly to a range of non-technical stakeholders. You are patient and maintain a professional, empathetic tone when handling support requests. You document resolutions thoroughly and thrive in a role that balances independence with collaboration in a fast-paced environment.
• The experience. You have worked in a technical support or systems role, with knowledge of Azure Virtual Desktop, SQL troubleshooting, and virtual application delivery. You have used CI/CD tools such as Octopus Deploy or similar and understand their function in deployment pipelines.
• The analytical mindset. You are confident analyzing logs, tracing issues across interconnected systems, and solving technical problems with urgency and creativity. You balance support tickets with deeper troubleshooting and proactive monitoring.

Join us.

As an Aquila company, Emphasys Software brings together bright, talented people who aspire to excellence and share a commitment to upholding our mission: To be a company of outstanding people delivering vertical market software solutions through long-term partnerships with clients.

Our entrepreneurial culture, lean environment, and people come together to form a dynamic organization where purpose drives our growth. With the autonomy to be creative and curious, we collaborate and iterate to achieve real impact in the communities we support.

Apply now.

Diversity and inclusion are not mere words on paper to us. We welcome and appreciate candidates with a range of backgrounds and experiences. If you have 70% of the qualifications we are looking for and want to play an integral role in changing an industry, apply to express your interest. 

What you can expect from our interview process:

• A virtual interview with a Talent Advisor will be scheduled to discuss your interest in the role and share your relevant experience. The conversation will be recorded using BrightHire, an AI-powered video interview tool. More details will be shared when you are invited to interview.
• A virtual technical interview with the Technical Operations Manager and the Director of Development. This will be an opportunity for you to ask further questions about the role and team.
• A final virtual interview with the CEO for you to share more about your interest in the role and team as well as ask any questions around the company trajectory and culture.

Aquila and Emphasys Software promote equal employment opportunities for all. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, marital status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs. We welcome and encourage applications from people with disabilities and accommodations are available on request.

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