Enterprise Tech Support Analyst (Salesforce & SaaS)

Clariti Enterprise; Canada; Hybrid; CAD 70,000 - 95,000; Full time

Job summary

Clariti Software seeks a Technical Support Analyst to own and resolve issues across our Salesforce-based municipal platform. You’ll investigate, communicate clearly, and maintain ownership from intake to resolution.

You’ll collaborate with Product, Development, QA, and Professional Services, contribute to knowledge base content, and assist premium customers with configuration audits and adoption tasks while staying current on product features and industry trends.

Qualifications

• Salesforce platform troubleshooting 2+ years, hands-on within a Salesforce org.
• Diagnosing whether issues are in Clariti's code, customer config, or the Salesforce platform, with evidence from logs and queries.
• End-to-End Case Management: own queue from intake to final resolution with proper documentation.
• Stakeholder Communication: translate findings into clear guidance with proactive updates.
• Evidence-Based Escalation: know when to involve Engineering or Product with context.

Responsibilities

• Case Resolution and Ownership: manage a queue of active cases from intake to close, follow SOPs.
• Customer Communication: translate technical findings into plain language and set expectations.
• Issue Resolution: troubleshoot and resolve issues related to Clariti's SaaS products using cloud, APIs, and config knowledge.
• Documentation: record steps and resolutions in the CRM so peers can continue.
• Knowledge Base Contributions: author runbooks and guides for self-service.
• Adoption Support: assist with configuration audits and change-management tasks for Premium customers.
• Cross-Functional Collaboration: work with Product, Development, QA, and Professional Services.
• Continuous Learning: stay current on product features and industry developments; use AI to improve workflows.

Skills

Salesforce troubleshooting

End-to-End Case Management

Stakeholder Communication

Evidence-Based Escalation

Knowledge Contribution

Adoption Support

AI-Driven Efficiency

AppExchange / Salesforce ISV support

Jira

SOQL

Tools

Jira

Job description

Clariti Software seeks a Technical Support Analyst to own and resolve issues across our Salesforce-based municipal platform. You’ll investigate, communicate clearly, and maintain ownership from intake to resolution.

You’ll collaborate with Product, Development, QA, and Professional Services, contribute to knowledge base content, and assist premium customers with configuration audits and adoption tasks while staying current on product features and industry trends.