Technical Support Analyst | Analyste du support technique

Jesta I.S.•Westmount, QC

1d•Hybrid

About The Position

We're looking for a Senior Technical Support Analyst to join our Customer Support team. In this role, you will act as a technical subject‑matter expert supporting our enterprise ERP solutions, resolving complex client issues, leading escalations, and driving continuous improvement across support processes and documentation. You will work closely with Development, Product, and QA teams while mentoring team members and contributing to high client satisfaction. This is a senior individual‑contributor role with strong technical ownership, leadership influence, and growth opportunities.

Requirements

5+ years of experience in technical support within enterprise software or SaaS environments
Strong experience supporting complex ERP systems across multiple functional modules
Expert‑level SQL skills, including advanced queries, data manipulation, and optimization
Proven ability to independently resolve complex technical and data‑related issues
Experience collaborating with engineering teams and contributing to product and process improvements
Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience

Nice To Haves

Advanced certifications in SQL, databases, or ERP platforms are an asset

Responsibilities

Provide expert‑level technical support across multiple ERP modules, resolving complex functional, technical, and data‑related issues.
Write, optimize, and troubleshoot advanced SQL queries, including complex data manipulation and performance tuning.
Independently analyze, deliver, and validate complex code fixes while ensuring system stability and data integrity.
Lead the resolution of high‑impact, escalated, and critical incidents, including after‑hours support when required.
Drive Knowledge Base strategy, including documentation standards, training materials, and knowledge‑sharing practices.
Mentor and coach technical support analysts, providing guidance, technical leadership, and professional development support.
Lead and participate in client discussions, issue review meetings, and strategic planning sessions.
Collaborate cross‑functionally with Development, Product, and QA teams to reduce recurring issues and improve product quality.
Identify, lead, and implement process improvements and automation initiatives within support workflows.
Demonstrate ownership, accountability, and leadership in ensuring exceptional client satisfaction and team performance.