Software Support Analyst

Willow Hall HR; Waterloo; On-site; CAD 60,000 - 80,000; Full time

Job summary

A customer-focused software company in Waterloo is seeking a Software Support Analyst to provide exceptional technical support to customers. This role involves diagnosing technical issues, creating reports, and maintaining documentation. Ideal candidates should have a university degree in a related field and experience in a technical support role, particularly in the SaaS industry. This position offers a collaborative culture, competitive compensation, and opportunities for professional growth.

Benefits

Competitive salary package

Comprehensive health benefits

Paid company-wide shutdown between Christmas and New Year's

Opportunities for skill development

Qualifications

• Proven experience in a technical support role, ideally for a SaaS product.
• 3+ years of experience with relational databases.
• Familiarity with Windows, macOS, and/or Linux operating systems.

Responsibilities

• Provide exceptional Tier 2 technical support to customers.
• Diagnose, analyze, and resolve intricate technical issues.
• Create and maintain product reports using analytics platforms.

Skills

Technical support experience

SQL proficiency

Analytical skills

Exceptional communication skills

Problem-solving

Education

University degree in a related field

Tools

Insight Software

Logi Analytics

Tableau

Job description

Are you a tech-savvy problem-solver who thrives on helping people succeed? Our client is looking for a passionate and dedicated customer-focused Software Support Analyst to join our closely-knit team.

This isn't your average support role. Here, you won't be just a number in a large corporation. You’ll be a vital part of a collaborative team where your voice is heard, you have direct access to company leaders, and you can see the real-time impact of your work.

If you’re looking for a place where you can grow your skills, take on new challenges, and be a key player in our success, this is the opportunity for you!

What You'll Do

As our Software Support Analyst, you will be a trusted expert and the main point of contact for our customers. You will:

• Be a Customer Champion: Act as a subject matter expert and provide exceptional Tier 2 technical support, building strong relationships with our customers via email and our ticketing system. You'll do more than just fix problems; you'll guide clients on best practices and help them get the most out of our software.
• Solve Complex Puzzles: Dive deep to diagnose, analyze, and resolve intricate technical issues. This involves reviewing logs, writing test scripts, and skillfully recreating bugs to uncover the root cause.
• Drive Insights with Data: Create and maintain product reports using our analytics platforms (Insight and Tableau), turning data into actionable insights for our team and customers.
• Shape the Product: Play a crucial role in our product's evolution by performing software update testing to ensure new releases are stable and providing your analysis directly to our developers.
• Empower Through Knowledge: Develop and maintain clear, comprehensive documentation for our internal knowledge base and customer-facing support articles.
• Support Your Team: Assist with internal staff technical issues and manage user administration for our software products.
  
  

Why You'll Love Working With Us

• Make a Visible Impact: As a key member of a small and agile team, your contributions directly influence our products and our customers' success. You won't get lost in the crowd here.
• Grow With Us: We are passionate about learning and development. You'll have the chance to learn new skills, platforms, and technologies and explore different areas of the business.
• A Truly Collaborative Culture: We thrive on teamwork. You'll work in a supportive environment where collaboration with customers and our development team is seamless and encouraged.
• Direct Line to Leadership: Have regular conversations with the company owners, understand the vision firsthand, and play a role in shaping our future.
• Time to Recharge: We believe in work-life balance. Enjoy a paid company-wide shutdown between Christmas and New Year's to rest and reconnect with family.
• Competitive Compensation: We offer a competitive salary package that includes comprehensive health benefits, ensuring you and your family are well supported.
  
  

What You Bring To The Team

We're looking for a person, not just a resume. The ideal candidate has:

• Experience: Proven experience in a technical support role, ideally for a SaaS product, with a university degree (or equivalent experience) in a related field.
• Technical Acumen:
• 3+ years of experience with relational databases
• Proficiency in SQL queries and views.
• Experience with enterprise reporting applications (e.g., Insight Software, Logi Analytics, Tableau) is a major plus.
• Familiarity with Windows, macOS, and/or Linux operating systems.
• A Passion for Problem-Solving: You have strong analytical and troubleshooting skills and can work independently and creatively to find solutions.
• Exceptional Communication Skills: You can clearly explain complex technical ideas to both technical and non-technical audiences. This is key to building trust with our customers.
• An Ownership Mindset: You are organized, can manage a support ticket queue effectively, and have a proven ability to ensure your work is accurate and error-free.
  
  

How Do I Apply?

If this sounds like the perfect fit for you, we'd love to see your application. Please apply to this posting.

We are committed to creating an inclusive and accessible recruitment process for all applicants. If you require accommodation at any stage of the application or interview process, please let us know—we’ll be happy to work with you to meet your needs.

Please note that we may use artificial intelligence (AI) tools as part of our interview and recruitment process to assist in screening and evaluating applicants. All information will be handled in accordance with our privacy policies, and any AI-supported assessments are designed to ensure a fair and consistent evaluation for all candidates.