Note: The job is a remote job and is open to candidates in USA. Cayenta, a division of Harris, provides enterprise resource management solutions for local government, utility, and financial organizations. The Support Analyst investigates and resolves complex customer issues across applications, data, integrations, environments, databases, and communications while collaborating with internal teams. The role also emphasizes responsible use of AI tools, knowledge documentation, root-cause analysis, and continuous improvement of products and customer support processes.
Responsibilities
- Provide timely, accurate, and thorough resolution to customer issues
- Monitor the support queue and take ownership of 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 and use that knowledge to troubleshoot customer issues and answer functional questions
- Leverage AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating all results before they are shared 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 our products, processes, and customer experience
Skills
- **This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 10%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.**
- The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency
- Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards
- * Enjoys solving complex problems and understanding how systems work
- * Takes ownership of issues and works toward solutions independently
- * Is resourceful and willing to use every available tool-including documentation, teammates, testing environments, and AI-to investigate unfamiliar problems
- * Uses AI to strengthen their analysis rather than replace critical thinking
- * Is comfortable learning new technologies and adapting to new ways of working
- * Can analyze information from multiple sources and make sound decisions
- * Knows when to continue investigating independently and when to collaborate or escalate
- * Communicates clearly with both technical and non-technical audiences
- * Contributes to a culture of continuous learning by documenting and sharing knowledge
- * 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
- * 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
- * Experience delivering software support or technical services
- * Experience supporting Customer Information Systems (CIS) or enterprise software
- * 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 for research, troubleshooting, analysis, documentation, or productivity is an asset. More important than experience with a specific tool is the ability to use AI responsibly, validate results, and continuously adapt as technology evolves
- * Utility industry experience is an asset
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
Company Overview