Support Analyst

Posted 4hrs ago

Employment Information

Industry

Education

Salary

Experience

Job Type

Location

Report this job

Job expired or something wrong with this job?

Job Description

Support Analyst resolving complex application, data, integration, and SQL issues for Cayenta’s utility and government software customers. Using AI-enabled tools, customer support expertise, and root-cause analysis.

Responsibilities:

Provide timely, accurate, and thorough resolution to customer issues
Monitor the support queue and take ownership of 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 to resolve complex issues
Respond promptly to customers and provide proactive, meaningful updates throughout the life of a ticket
Develop a deep understanding of Cayenta applications to troubleshoot customer issues and answer functional questions
Leverage AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating results
Apply critical thinking to AI-generated recommendations and remain accountable for information accuracy
Identify root causes and recommend improvements to customers, Product Management, and internal teams
Document solutions, troubleshooting techniques, and best practices to expand the team’s knowledge base
Understand Support Services agreements and recognize requests outside standard support
Identify opportunities to improve products, processes, and customer experience

Requirements:

Utility industry experience is required
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
Understanding of software support concepts, including application configuration, integrations, and data troubleshooting
Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset
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 an asset

Benefits:

3 weeks’ vacation and 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

Support Analyst

Employment Information

Report this job

Job Description

Responsibilities:

Requirements:

Benefits:

Harris Computer

Report this job

Similar Jobs

SpecterOps

Robbu - Business Communication Solutions

Tines

Cayenta

RELX

RELX

ITTConnect

Maxtrack

Maxtrack

Maxtrack

MWDN

MWDN

MWDN

MWDN

MWDN

MWDN

MWDN

Sprinto

Wordly

Twilio