(Remote) Customer Support Analyst

Harris Computer; Canada; Remote; CAD 65,000 - 85,000; Full time

Benefits offered by this job

3 weeks vacation

5 personal days

Medical benefits

Dental benefits

Vision benefits

Employee stock ownership

RRSP matching

401k matching

Lifestyle rewards

Remote work

Job summary

NorthStar, a division of Harris, is seeking a Customer Support Analyst to join our growing support team. You will manage and investigate customer tickets, troubleshoot web, API, and server issues, and document solutions for our knowledge base. This role reports to the Manager, Customer Success and supports a proactive service model. This remote position welcomes candidates in Canada and the US.

It requires working Monday–Friday 11:00 a.m. to 8:00 p.m. ET and travel about 10%.

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 escalate defects, reproduce technical issues, and support long term product improvements.

Skills

Enterprise web apps

Analytical thinking

Communications

Problem solving

Tools

Java

.NET

Job description

A division of Harris; NorthStar is seeking a Customer Support Analyst to join our growing support team. As a successful candidate you will manage and investigate customer support tickets while ensuring timely responses and updates. You will troubleshoot application issues across web, API, and server environments, analyze configurations, logs, and code where required, and track issues through to resolution or escalation. You will document solutions and contribute to the internal knowledge base while communicating with customers through chat and ticketing systems. The role requires strong prioritization skills and the ability to diagnose and resolve technical issues efficiently across multiple system layers.In this role, you will report to Manager, Customer Success and you will be supported by a great team in providing exceptional, proactive customer service.**NOTE: This is a Monday through Friday 11:00am - 8:00pm eastern position.****Please clearly state on your resume whether you are available to work the required schedule of 11:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. Candidates must be able to consistently work these hours to be considered for this position.****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.****Salary**: 65K-85K based on experience.**AI & Innovation Mindset**We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. 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.**What your impact will be:*** 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 escalate defects, reproduce technical issues, and support long term product improvements.**What we are looking for:*** 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.**What we can offer:*** 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!