Technical Support Analyst

TECSYS Inc.; Ottawa; Remote; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Remote-first flexibility

Benefits from day one

Pension plan

Community initiatives

Job summary

TECSYS Inc. is seeking a Technical Support Analyst to join our Customer Care team, handling cases from the ServiceNow queue and resolving issues in Tecsys Elite.  You will analyze logs, SQL, and stack traces to identify root causes, coordinating with internal teams when needed to keep customer operations running smoothly.

The ideal candidate has strong SQL skills, can read Java-based code and logs, and communicates clearly in English.

Qualifications

• A university degree or DEC in computer science, IT or related field, or equivalent experience.
• Experience in technical support or customer-facing role (up to 3 years); internships encouraged.
• Strong SQL skills and ability to read Java-based code, logs and stack traces.
• Excellent written and spoken English with clear communication.
• Ability to manage multiple cases under pressure and work late or weekends.

Responsibilities

• Own and manage cases from the ServiceNow queue, prioritizing multiple issues.
• Troubleshoot issues across Tecsys Elite apps and integrations via logs and research.
• Write SQL queries and read Java code and stack traces to identify root causes.
• Communicate business impact to customers and provide timely updates through resolution.
• Provide workarounds or alternative solutions when fixes take time.
• Escalate with EBS, Cloud Operations and BI teams for infra or custom-code cases.
• Document solutions in the knowledge base and meet SLA commitments.

Skills

SQL

Java

Technical support

English

Education

University degree or DEC in CS/IT

Tools

ServiceNow

Log analysis

Job description

At Tecsys, the software we deliver keeps hospitals, pharmacies and distributors supplied with what they need, when they need it. Every role here connects to that outcome.

Why This Role Matters

As a Technical Support Analyst, you will join our Customer Care team, a team at the heart of keeping Tecsys customers’ supply chain operations running around the clock. You’ll be the first point of contact when a customer runs into an issue with Tecsys Elite: working cases from the ServiceNow queue, digging into logs, SQL and stack traces to find the root cause, and resolving what you can within Customer Care. When a problem reaches into integrations, infrastructure or custom code, you’ll coordinate with our internal teams to see it through, so every case you close keeps a customer’s operations moving.

What You’ll Be Part Of

Tecsys is trusted by mission-critical organizations in healthcare and distribution to power resilient, efficient and secure supply chains. We are a global provider of cloud-based, AI-driven software, publicly traded on the Toronto Stock Exchange (TSX: TCS).

Three values guide how we work

We earn trust daily by valuing the customer and acting with integrity. We build each other up by recognizing individual strengths and working as one team. And we explore boldly by staying curious and adapting for success.

You’ll join a culture driven by curiosity, continuous learning, and people who challenge what’s possible.

What You’ll Do

• Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once
• Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations through log analysis, research and problem recreation
• Write SQL queries and read Java-based code and stack traces to pinpoint root causes
• Communicate clearly with customers, confirm the business impact of each issue and keep them informed through to resolution
• Provide workarounds or alternate solutions when a permanent fix takes time
• Escalate and coordinate with EBS, Cloud Operations and BI teams when cases involve infrastructure, custom code or other systems
• Document solutions in the knowledge base and meet SLA commitments

What You Bring

You do not need to match every line below. If most of it describes you, apply:

• A university degree or DEC in computer science, IT or a related field, or equivalent experience
• Experience in technical support, help desk or a customer-facing support role (up to 3 years); recent graduates with internship or co-op experience are encouraged to apply
• Strong SQL skills and the ability to read Java-based code, logs and stack traces
• Excellent written and spoken English, with strong listening skills and the ability to explain technical issues clearly
• A logical troubleshooting approach and the composure to manage multiple cases under pressure
• Availability for a late shift (4 PM ET to midnight or 5 PM ET to 1 AM ET) or a weekend-based schedule (8 AM ET to 8 PM ET on weekends plus two weekdays); schedules are shared in advance

Fluency in written and spoken English is essential for communicating effectively with clients, suppliers, business partners, and colleagues outside of Quebec.

Why You’ll Love It Here

• Remote-first flexibility and the trust to manage your own time
• Benefits and vacation from day one
• Pension plan with competitive employer contribution
• Employee events and community initiatives
• Room to learn, stretch and take on new challenges
• Collaboration with global teams

We foster an inclusive workplace where everyone feels valued, respected, and empowered to thrive.