(Remote) Support Analyst

Harris Computer • Edmonton, AB

1d • $60,000 - $75,000 • Remote

About The Position

Cayenta, a division of Harris, is hiring a Support Analyst to investigate and resolve customer issues involving application functionality, data, integrations, environments, databases, and communications. The analyst will build expertise in Cayenta solutions used by Customer Information System (CIS) customers, provide functional and technical support, and work with customers and internal teams to resolve complex problems. The role calls for curiosity, analytical thinking, ownership, clear communication, and a commitment to documenting and sharing knowledge.

The analyst is expected to use available resources—including documentation, colleagues, testing environments, and AI-enabled tools—to investigate unfamiliar issues. AI may support research, analysis, troubleshooting, documentation, and productivity, but results must be validated and handled with appropriate judgment, security, and compliance. The role also involves identifying root causes and recommending improvements to products, processes, and customer experience.

This is a remote position open to candidates anywhere in Canada and the United States. Travel is required as needed, approximately 10%. Candidates must have a current, valid passport and be legally eligible for international travel, including any required visas for Canada, the United States, and the Caribbean. The listed salary is 60K–75K.

Requirements

• Utility industry experience is required.
• Experience working in a customer support or technical support environment.
• Excellent communication skills and 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 and adaptable, with the ability to work independently and collaboratively.
• 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.
• Ability to investigate unfamiliar problems using resources such as documentation, teammates, testing environments, and AI; validate results and use sound judgment.
• Clear communication with technical and non-technical audiences, and a willingness to document and share knowledge.
• Current, valid passport and legal eligibility for international travel, including possession of any required visas for entry into Canada, the United States, and the Caribbean.

Nice To Haves

• Experience reading application logs, troubleshooting interfaces, or analyzing system behavior.
• 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 for research, troubleshooting, analysis, documentation, or productivity.
• 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.

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 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 issues and answer functional questions.
• Use AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency, validating results before sharing them 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 products, processes, and customer experience.

Benefits

• Three weeks of vacation and five personal days.
• Comprehensive medical, dental, and vision benefits starting from the first day of employment.
• Employee stock ownership.
• RRSP/401(k) matching programs.
• Lifestyle rewards.
• Remote work.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed