Associate Support Analyst

Euna Solutions; Oakville; Hybrid; CAD 53,000 - 66,000; Full time

Job summary

Euna Solutions in Oakville, Ontario is hiring an Associate Support Analyst to join our public sector-focused team. You will handle inquiries across phone, video, email, and chat, delivering timely resolutions while building product expertise.

You’ll document interactions in Zendesk, contribute to knowledge bases, and collaborate with peers to improve troubleshooting. This is an entry-point role with growth toward more advanced support positions.

Qualifications

• Up to 1 year of experience in a technical support, help desk, or customer-facing role.
• A genuine customer-first mentality and pride in delivering an outstanding support experience.
• Strong written and verbal communication skills, with the ability to explain technical concepts plainly.
• Comfort working in a ticketing system or CRM environment with basic technical concepts.

Responsibilities

• Own full support experience for inquiries via phone, video, email, and chat with timely, professional resolutions.
• Troubleshoot and diagnose software issues following established workflows and escalation procedures.
• Build proficiency in one of Euna Solutions' core products to act as a first contact for customers.
• Document all interactions, issues, and resolutions in Zendesk for accuracy and visibility.
• Contribute to internal knowledge base articles, FAQs, and support documentation as product knowledge grows.
• Collaborate with peers and senior analysts to sharpen troubleshooting approaches.
• Provide support coverage during holidays, after-hours incidents, and outages when needed.

Skills

Customer-facing

Communication

Problem-solving

Team collaboration

Adaptability

Tools

Zendesk

Job description

The Opportunity

The Support Services team at Euna Solutions is the front line for public sector organizations that depend on our software every day to run procurement, budgeting, and financial operations for their communities. As an Associate Support Analyst, you'll build deep knowledge of one of Euna's core products and become a trusted resource for the government customers who rely on it. If you want a real entry point into a tech career where your work directly supports the people behind public services, this is the role for you.

What You'll Do

• Own the full support experience for incoming customer inquiries via phone, video, email, and chat, delivering timely and professional resolutions.
• Troubleshoot and diagnose software issues following established workflows and escalation procedures, growing your independence over time.
• Build working proficiency in one of Euna's core products to serve as a reliable first point of contact for customers.
• Document all customer interactions, issues, and resolutions thoroughly in Zendesk to keep the team informed and records accurate.
• Contribute to internal knowledge base articles, FAQs, and support documentation as your product expertise grows.
• Collaborate with peers and senior analysts to sharpen troubleshooting approaches and expand your technical skill set.
• Support coverage during holidays, after-hours incidents, and outages when customers need us most.

What You Bring

• Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count.
• A genuine customer-first mentality and pride in delivering an outstanding support experience.
• Strong written and verbal communication skills, with a natural ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment, and familiarity with basic technical concepts like web browsers, connectivity, and general software navigation.

Nice-to-Have Qualifications

• Experience working in Zendesk specifically.
• Prior exposure to SaaS products or software troubleshooting in a professional setting.
• Familiarity with public sector or government-facing organizations.

What Success Looks LIke

• Maintain a customer satisfaction (CSAT) score at or above the 94% organizational floor, contributing toward our 96%+ team target.
• Resolve customer issues within established SLA timelines, escalating appropriately when needed.
• Demonstrate steady growth in product knowledge and troubleshooting independence within your first 3 months.

Growth & Career Path

The Associate Support Analyst role is your entry point into Euna’s Support Services organization. As you develop product expertise and sharpen your troubleshooting skills, the natural next step is promotion to Support Analyst (IC2) –from there, career paths branch into product specialization, technical depth, or people management.

Location

This position will be hybrid with 3 days/week in our Oakville, ON office. (Tuesday, Wednesday & Thursday)

Compensation Range: $53,000 - $66,300

We believe in openness, so we publish our range from the start. Where an offer will land depends on your background, strengths, and how you'll contribute to the work ahead.

This role fills an existing vacancy. Euna uses AI responsibly to assist in screening, assessing, or selecting applicants. AI helps us work smarter, but people lead the process.

AI Mindset at Euna Solutions

We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We're looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment, not replace, their expertise.

If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you'll thrive here.

Life at Euna Solutions

We're a team of builders, problem-solvers, and public sector champions. We've built a workplace around a straightforward idea: people do their best work when they're trusted, supported, and not running on empty.

Here’s What That Actually Looks Like

• We're hybrid — three days a week in our Oakville or Atlanta offices, with standard hours on those days.
• Twice a year, you get an extra day tacked onto a long weekend.
• Our Engagement Committee finds meaningful ways to give back through time, donations, and shared expertise.
• We give every employee up to eight hours a year to spend on causes that matter to them.
• You won't know all 600+ people — and that's okay. What matters is building real relationships with the people you work with every day. Our culture team creates consistent opportunities for that, so work doesn't feel isolating.
• Whether you're going deep on AI, building expertise in government tech, or stepping into a bigger role, we invest in your development — through budget, mentorship, and real opportunity to move when you're ready.

About Euna Solutions

Euna Solutions® is the leading provider of purpose-built, cloud-based software designed to streamline procurement, budgeting, payments, and grants management for public sector and government organizations. Euna's AI-powered features and intelligent automation help organizations make better-informed decisions, ensure compliance, empower collaboration, and reduce administrative burden.

Euna's full-cycle financial suite supports more than 3,600 organizations across North America in building trust, enabling transparency, and driving positive community impact. Recognized on Government Technology's GovTech 100 list, Euna Solutions is committed to advancing public sector innovation. To learn more, visit www.eunasolutions.com. Euna's privacy policy is available here.

For any inquiries or requests regarding accessibility at Euna Solutions, please email [e-mail] or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.