Support Analyst

Job not on LinkedIn

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🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $60k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cayenta

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1983

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Cayenta is a provider of mission critical software solutions, serving various sectors including Public Sector, Healthcare, Utilities, and Private Sector. The company focuses on empowering its customers to deliver on their mission through effective software and services. With a considerable customer base and employee count, Cayenta is committed to building sustainable customer relationships and fostering a workplace that allows employees to realize their personal and professional dreams.

📋 Description

• 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 • Respond promptly to customers and provide proactive updates throughout each ticket • Develop deep knowledge 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 • Validate AI-generated results and remain accountable for customer-facing information • Identify root causes and recommend improvements to customers and internal teams • Document solutions, troubleshooting techniques, and best practices in the knowledge base • Understand Support Services agreements and identify requests outside standard support • Identify opportunities to improve products, processes, and customer experience

🎯 Requirements

• Utility industry experience is required • This remote role welcomes candidates anywhere in Canada and the US • Travel is required as needed, approximately 10% • 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 • Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset • 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 is an asset • University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field is a differentiator/standout qualification

🏖️ 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