[Hiring] Support Analyst @Harris Computer

Role Description

Cayenta, a division of Harris, is seeking a Support Analyst who will help solve problems that matter. At Cayenta, Support is about solving problems, building knowledge, and continuously improving how we serve our customers. As a Support Analyst, you'll:

• Investigate complex application issues.
• Collaborate with teammates across the organization.
• Use modern tools, including AI, to deliver accurate, efficient, and thoughtful solutions.
• Address customer issues spanning application functionality, data, integrations, environments, databases, and communications.
• Document and share new learnings to strengthen the team.

This is your opportunity to deepen your expertise in the solutions used by our CIS customers while developing strong technical, analytical, and customer service skills. Utility industry experience is required for this role.

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.

Qualifications

• 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 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.

Requirements

• 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.

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 and more!