Technical Support Analyst at Altera

Denver, Colorado, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Hospitality, Sports and Recreation, TravelIndustries

Requirements

2–4 years of experience in a technical support or business systems analyst role
Experience with helpdesk or ticketing platforms (e.g., Fresh Service, Jira)
Familiarity with testing practices and tools
Strong communication skills with technical and non-technical stakeholders
Experience in hospitality, ticketing, or retail POS systems is a plus
Must be adaptable to work occasional evenings, weekends, or holidays during peak times or releases
Ability to work independently while collaborating effectively with a broader team
Professional/lived experience working in a culturally competent manner with a broad range of people

Responsibilities

Monitor and manage incoming support tickets via Fresh Service, identifying priority and potential impacts
Conduct research and provide first- and second-level support for platform issues, escalating to senior team members or engineering as needed
Maintain documentation of issues, root causes, and resolution steps to support knowledge sharing and trend analysis
Support testing efforts including regression and feature testing in collaboration with QA and Engineering teams
Communicate issue statuses and resolutions to affected users and stakeholders clearly and promptly
Perform configuration and product setup tasks across internal systems (AMP, Central, Resort POS systems)
Participate in platform release cycles, including change validation and communication support
Develop knowledge of Alterra’s eCommerce, POS, and access systems, and how they integrate
Assist in maintaining support and operational documentation
Collaborate cross-functionally with marketing, finance, and IT to ensure consistency and accuracy in product and platform setup
Other duties as assigned

Skills

Key technologies and capabilities for this role

Technical SupportIssue TriagingPlatform StabilityPerformance MonitoringAnalytical SkillsCollaboration

Questions & Answers

Common questions about this position

What benefits does Alterra Mountain Company offer?

Benefits include a free Ikon Pass for eligible employees plus additional skiing privileges, flexible time off, generous discounts on gear and more, comprehensive medical/dental/vision insurance, 401(k) with company match, paid parental leave, and commuter benefits for Denver employees.

Is this a remote position or does it require office work?

The role follows a hybrid workplace policy encouraging regular in-person collaboration at the dog-friendly headquarters in Denver's RiNo Art District for eligible employees.

What skills are required for the Technical Support Analyst role?

The role requires solid analytical thinking, communication skills, experience in technical platforms or environments, proficiency with support tools like Fresh Service, and knowledge of systems such as eCommerce, POS, and access systems.

What is the company culture like at Alterra Mountain Company?

The culture emphasizes year-round collaboration, authenticity, purpose, and empowerment, with a hybrid workplace in a dog-friendly office, employee resource groups, and a shared love of mountains and adventure.

What makes a strong candidate for this Technical Support Analyst position?

Strong candidates will have mid-level experience with analytical thinking, communication, technical platforms, support ticket management, testing collaboration, and configuration tasks in systems like POS and eCommerce.

Altera

Develops digital human agents for AI

About Altera

Altera develops digital human agents that mimic human traits like empathy, friendship, and fun. Their primary product allows users to interact with an AI agent while playing Minecraft, creating a friendly and engaging experience. Altera's agents are designed to be interoperable and capable of long-term autonomy, making them suitable for both individual users and businesses. Unlike many competitors, Altera focuses on advancing research and scaling technology to deliver unique, human-like AI products. The company's goal is to redefine AI agents, enhancing their versatility and human-like qualities.

San Francisco, CaliforniaHeadquarters

2023Year Founded

$10.7MTotal Funding

SEEDCompany Stage

Consumer Software, AI & Machine LearningIndustries

11-50Employees

Risks

Priest-led cults in Altera's Minecraft simulation may cause ethical concerns.

Managing 1,000 autonomous AI agents poses safety and ethical challenges.

Creating believable digital humans may lead to misuse in deceptive AI applications.

Differentiation

Altera specializes in digital human agents with traits like empathy and friendship.

Their first product offers a unique Minecraft experience with interactive AI agents.

Altera's focus on human-like AI agents sets them apart in the AI sector.

Upsides

Altera raised $9M in May 2024, showing strong investor confidence.

AI-driven gaming experiences are gaining popularity, benefiting Altera's Minecraft product.

The rise of AI companions in mental health indicates a market for empathetic agents.

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