(Remote) Support Analyst

Harris Computer • Mississauga, ON

5d • CA$60,000 - CA$75,000 • Remote

About The Position

Cayenta, a division of Harris, is seeking a Support Analyst to help solve problems that matter. In this role, you will investigate complex application issues, collaborate with teammates across the organization, and use modern tools, including AI, to deliver accurate, efficient, and thoughtful solutions. Customer issues can span application functionality, data, integrations, environments, databases, and communications. We are looking for someone who is curious, analytical, and motivated to figure things out, and who will document and share new knowledge to strengthen the team. This is an opportunity to deepen expertise in solutions used by Cayenta's CIS customers while developing strong technical, analytical, and customer service skills. Utility industry experience is required. This remote role is open to candidates in Canada and the US, with approximately 10% travel required. Candidates must hold a valid passport and be eligible for international travel.

Requirements

• Utility industry experience is required.
• 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.
• Enjoys solving complex problems and understanding how systems work.
• Takes ownership of issues and works toward solutions independently.
• Is resourceful and willing to use every available tool-including documentation, teammates, testing environments, and AI-to investigate unfamiliar problems.
• Uses AI to strengthen their analysis rather than replace critical thinking.
• Is comfortable learning new technologies and adapting to new ways of working.
• Can analyze information from multiple sources and make sound decisions.
• Knows when to continue investigating independently and when to collaborate or escalate.
• Communicates clearly with both technical and non-technical audiences.
• Contributes to a culture of continuous learning by documenting and sharing knowledge.
• 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.
• Candidates must hold a current, valid passport and be legally eligible to travel internationally.

Nice To Haves

• 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 for research, troubleshooting, analysis, documentation, or productivity is an asset.
• University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field.
• Experience delivering software support or technical services.
• Experience supporting Customer Information Systems (CIS) or enterprise software.
• Utility industry experience is an asset.

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 and use that knowledge 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 all results before they are shared with customers.
• Apply critical thinking to AI-generated recommendations and remain accountable for the accuracy of information provided.
• Identify root causes and recommend improvements to customers, Product Management, and internal teams to help prevent recurring issues.
• Document solutions, troubleshooting techniques, and best practices to expand the team's knowledge base.
• Understand Support Services agreements and recognize when customer requests fall outside standard support.
• Identify opportunities to improve our products, processes, and customer experience.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree