Remote Support Analyst: AI-Powered Problem Solver

Harris Computer; Mississauga; On-site; CAD 60,000 - 75,000; Full time

Benefits offered by this job

Remote work

Travel 10%

Job summary

Cayenta is seeking a Support Analyst to help solve problems that matter. As part of Harris, Cayenta supports CIS customers with analytical, customer-focused technical help and AI-assisted troubleshooting. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 10%.

You will investigate complex issues, collaborate across teams, document learnings, and contribute to a growing knowledge base while building deep product understanding.

Qualifications

• Experience in a customer support or technical support environment.
• Excellent communication skills with the ability to build trust and manage customer expectations.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Self-motivated, adaptable, and able to work independently and collaboratively.
• Willingness to learn and adopt emerging technologies, including AI-enabled tools.

Responsibilities

• Provide timely, accurate, and thorough resolution to customer issues.
• Monitor the support queue and take ownership of issues through resolution or reassignment.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, and other analysts to resolve complex issues.
• Respond promptly to customers and provide proactive updates throughout the life of a ticket.
• Develop a deep understanding of Cayenta applications and use that knowledge to troubleshoot issues.
• Leverage AI-enabled tools to research issues, analyze data, identify patterns, and draft communications.
• Apply critical thinking to AI-generated recommendations and validate results before sharing with customers.
• Identify root causes and recommend improvements to prevent recurring issues.
• Document solutions and best practices to expand the knowledge base.

Skills

Analytical thinking

Problem solving

Excellent communication

Independent worker

Team collaboration

AI literacy

Education

University degree or technical college diploma in Computer Science / IT

Tools

SQL

Relational databases

AI tools experience

Job description

Cayenta is seeking a Support Analyst to help solve problems that matter. As part of Harris, Cayenta supports CIS customers with analytical, customer-focused technical help and AI-assisted troubleshooting. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 10%.

You will investigate complex issues, collaborate across teams, document learnings, and contribute to a growing knowledge base while building deep product understanding.