Support Analyst
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Job Description
Support Analyst troubleshooting Cayenta’s utility enterprise software and CIS issues. Investigating applications, data, integrations, and SQL problems for North American customers.
Responsibilities:
- Provide timely, accurate, and thorough resolution to customer issues
- Monitor the support queue and own customer issues through resolution or appropriate reassignment
- Investigate application, data, integration, architecture, and interface issues
- Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts
- Respond promptly to customers and provide proactive updates throughout each ticket
- Develop deep knowledge of Cayenta applications to troubleshoot issues and answer functional questions
- Use AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency
- Validate AI-generated results and remain accountable for customer-facing information
- Identify root causes and recommend improvements to customers and internal teams
- Document solutions, troubleshooting techniques, and best practices in the knowledge base
- Understand Support Services agreements and identify requests outside standard support
- Identify opportunities to improve products, processes, and customer experience
Requirements:
- Utility industry experience is required
- This remote role welcomes candidates anywhere in Canada and the US
- Travel is required as needed, approximately 10%
- Current, valid passport
- Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
- Experience working in a customer support or technical support environment
- Excellent communication skills with the ability to build trust and manage customer expectations
- Strong analytical and problem-solving skills
- Ability to prioritize and manage multiple initiatives simultaneously
- Self-motivated, adaptable, and able to work both independently and collaboratively
- Demonstrated willingness to learn and adopt emerging technologies, including AI-enabled tools
- Experience writing and troubleshooting SQL queries
- Experience supporting Customer Information Systems (CIS) or other enterprise software applications
- Familiarity with relational databases and data analysis
- Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset
- Understanding of software support concepts, including application configuration, integrations, and data troubleshooting
- Experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms is an asset
- University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field is a differentiator/standout qualification
Benefits:
- 3 weeks’ vacation and 5 personal days
- Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
- Employee stock ownership and RRSP/401k matching programs
- Lifestyle rewards
- Remote work
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