Remote Biotech Customer Support Analyst (AI-Driven)

Canadian Inclusion; Canada; Hybrid; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Vacation and benefits

Remote work

RRSP/401k matching

Stock ownership

Lifestyle rewards

Job summary

Harris is seeking a Remote Customer Support Analyst to join the NorthStar team. You will manage and investigate customer support tickets, troubleshoot issues across web, API, and server environments, and document solutions for the knowledge base.

The role reports to the Manager, Customer Success and supports a fast-growing support group. Responsibilities include analyzing logs, configurations, and code to identify root causes, communicating with clients via chat and ticketing systems, and

Qualifications

• Experience supporting or developing enterprise web applications in Java or .NET environments.
• Must have utility industry experience.
• Strong analytical and problem solving abilities with a demonstrated ability to investigate technical issues across multiple system layers.
• Excellent communication skills and ability to work directly with clients while translating technical findings clearly.

Responsibilities

• Deliver application support for NorthStar web platforms, acting as the primary liaison between clients and internal engineering teams to resolve complex product and system issues.
• Analyze application logs, configuration files, database queries, and code level issues to identify root causes and determine the appropriate resolution or escalation path.
• Document root causes, troubleshooting steps, and resolutions in the client tracking system while contributing to internal knowledge base documentation and best practices.
• Collaborate closely with engineering and product teams to elevate defects, reproduce technical issues, and support long term product improvements.

Skills

Java

.NET

Analytical skills

Communication

Job description

Harris is seeking a Remote Customer Support Analyst to join the NorthStar team. You will manage and investigate customer support tickets, troubleshoot issues across web, API, and server environments, and document solutions for the knowledge base.

The role reports to the Manager, Customer Success and supports a fast-growing support group. Responsibilities include analyzing logs, configurations, and code to identify root causes, communicating with clients via chat and ticketing systems, and