Support Analyst

🔥 35 minutes ago

🌐 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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Harris Computer

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1993

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Harris Computer is a company that provides mission-critical software solutions across various industries, including the public sector, healthcare, utilities, and private sector verticals. They focus on acquiring businesses with growth potential, managing them effectively, and building them for future success. Harris Computer serves over 100,000 customers with a global presence in North America, Europe, Asia, and Australia, employing over 12,000 people. Their mission is to empower customers to deliver on their goals by offering tailored software and services.

📋 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, meaningful ticket updates • 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 before sharing them with customers • Apply critical thinking to AI recommendations and remain accountable for information accuracy • 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 • Travel as needed, approximately 10%

🎯 Requirements

• Utility industry experience is required • Current, valid passport • Legally eligible to travel internationally • Passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean • Curiosity and willingness to actively adopt and leverage AI tools • Comfortable using AI-enabled technologies, including copilots, chat-based AI assistants, and automation tools • Ability to provide accurate information and validate AI results • Ability to investigate complex problems and understand how systems work • Ability to take ownership of issues and work independently • Ability to analyze information from multiple sources and make sound decisions • Ability to collaborate or escalate appropriately • Clear communication with technical and non-technical audiences • Experience working in a customer support or technical support environment • Excellent communication skills and 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 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 • Understanding of software support concepts, including application configuration, integrations, and data troubleshooting • University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field (would make you stand out) • 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 is an asset • Experience delivering software support or technical services is a differentiator • Experience supporting CIS or enterprise software is a differentiator

🏖️ Benefits

• 3 weeks’ vacation and 5 personal days • Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment • Employee stock ownership • RRSP/401k matching programs • Lifestyle rewards • Remote work