Technical Support Analyst

Clariti Cloud Inc.

4h•CA$70,000 - CA$95,000•Remote

About The Position

Join our mission to provide governments with exceptional experiences so they can do the same for their communities! We empower governments to deliver exceptional citizen experiences. As a Technical Support Analyst, you are a core part of the team that keeps Clariti's customers running. You're a solution-oriented problem-solver who takes real ownership over the cases you carry - investigating thoroughly, communicating clearly, and following through without being asked twice. You know when to dig in independently and when to escalate, and you bring a level of care that makes every customer interaction better than the one before it. Reporting to the Senior Manager, Customer Support, you serve as a primary point of reception for technical issues across Clariti's customer and partner base. You'll contribute to the team's knowledge base, support cross-functional collaboration, and grow your technical depth in a high-accountability environment where your work directly shapes the customer experience. Your time is focused primarily on Technical Support, with increasing involvement in Adoption Support as you grow in the role. Technical Support means owning your case queue with discipline and follow-through. You'll investigate issues, troubleshoot against established runbooks and product knowledge, communicate status clearly to customers, and escalate with full context when needed. You document your work, close the loop, and leave every case in better shape than you found it. Adoption Support means assisting Senior Analysts in executing configuration changes for Premium Support customers. You'll help validate changes, maintain audit documentation, and develop your understanding of customer environments - building toward the judgment and independence the Senior role requires.

Requirements

5+ years of experience in a technical support or systems analyst role within a B2B SaaS environment
Demonstrated ability to troubleshoot software issues independently and see them through to resolution
Solid working knowledge of cloud infrastructure concepts, REST APIs, and SQL - applied in real troubleshooting scenarios, not just familiarity
Clear, professional written and verbal communication - you can explain a technical situation to a non-technical audience without losing precision
Strong documentation habits and attention to detail
Ability to manage a multi-case queue, prioritize effectively, and follow through without reminders
Comfort working in a high-accountability environment where you own your outcomes
Ability to recognize when a problem is within your scope versus when it needs escalation - and communicate that boundary professionally
Comfort leveraging AI tools to enhance support workflows - whether surfacing solutions, drafting documentation, or identifying recurring patterns
Curiosity and a genuine drive to understand how things work and why they break

Nice To Haves

Experience with Salesforce - including administration, configuration, or integration troubleshooting - is a significant advantage, as many of our customers run Salesforce alongside Clariti
Experience supporting government, public sector, or civic technology customers
Salesforce administration experience or familiarity with configurable CRM/platform products
Experience with SSO, SAML, OAuth, APIs, or browser-based troubleshooting tools
Experience supporting enterprise software with customer-specific implementations
Familiarity with defect intake workflows, Jira, or software development lifecycles
Experience writing or maintaining support documentation or runbooks
Experience with database structures and relational data
Experience interfacing with implementation partners or third-party service providers

Responsibilities

Manage a queue of active support cases from intake to close.
Investigate issues thoroughly, apply known troubleshooting patterns, and escalate with full context when a case exceeds your scope.
Follow Technical Support SOPs and keep your cases moving without requiring repeated follow-up.
Translate technical findings into plain language that customers at any level of sophistication can act on.
Set accurate expectations, communicate proactively when issues take time to resolve, and maintain a tone that keeps customers confident throughout the process.
Troubleshoot and resolve technical issues related to Clariti's SaaS products, applying your knowledge of cloud infrastructure, APIs, and system configuration.
Know when a problem is within your scope and when it needs to go higher - and make that call with context, not just a hand-off.
Record troubleshooting steps, findings, and resolutions accurately in the CRM.
Contribute to knowledge base articles, best practice guides, and team runbooks when you identify patterns or gaps.
Foster a culture of continuous learning that improves self-service outcomes for customers.
Assist Senior Analysts with Adoption Support tasks for premium customers - including validating configuration changes, preparing audit documentation, and learning the scope and change-management practices that govern this work.
Work closely with Product, Development, QA, and Professional Services to escalate issues, surface trends, and advocate for customer needs.
Bring clear reproduction cases and specific context - not just a problem, but what you already know about it.
Stay current on product features, enhancements, and industry developments.
Use AI tools to enhance your support workflows - surfacing solutions faster, drafting documentation, and identifying patterns in recurring issues.