Remote Customer Support Analyst – AI-Driven Tech

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

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%.