Customer Support Analyst
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Job Description
Customer Support Analyst troubleshooting NorthStar web, API, and server applications. Supporting utility customers and resolving technical issues across Canada and the United States.
Responsibilities:
- Manage and investigate customer support tickets
- Ensure timely responses and updates
- Troubleshoot application issues across web, API, and server environments
- Analyze configurations, logs, database queries, and code to identify root causes
- Track issues through resolution or escalation
- Deliver application support for NorthStar web platforms
- Act as the primary liaison between clients and internal engineering teams
- Document root causes, troubleshooting steps, resolutions, and best practices
- Contribute to the internal knowledge base
- Collaborate with engineering and product teams to escalate defects, reproduce technical issues, and support long-term product improvements
- Report to the Manager, Customer Success
- Travel as needed, approximately 10%
Requirements:
- Experience supporting or developing enterprise web applications in Java or .NET environments
- Must have utility industry experience
- Strong analytical and problem solving abilities
- Demonstrated ability to investigate technical issues across multiple system layers
- Excellent communication skills
- Ability to work directly with clients while translating technical findings clearly
- Must consistently work Monday through Friday, 11:00 a.m. to 8:00 p.m. Eastern Time
- Must hold a current, valid passport
- Must be legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
- Comfortable using AI-enabled technologies, including copilots, chat-based AI assistants, and automation tools, while maintaining appropriate judgment, security, and compliance standards
Benefits:
- 3 weeks' vacation
- 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership
- RRSP/401k matching programs
- Lifestyle rewards
- Remote work
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