Remote AI-Driven Support Analyst

Harris Computer; Hueytown (AL); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Remote work

Benefits package

Stock options

RRSP matching

Paid vacation

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to resolve complex customer issues, collaborate with cross-functional teams, and continually improve knowledge through documentation. The role emphasizes curiosity, analytical thinking, and the use of AI to enhance problem solving while ensuring accuracy and proper validation.

Remote role open to candidates in the US and Canada; travel ~10% required.

Qualifications

• Experience in customer support environment
• Strong analytical and problem-solving skills
• Ability to prioritize and manage multiple initiatives
• 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 own issues through resolution or escalation.
• Investigate application, data, integrations, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, and Professional Services to resolve complex issues.
• Respond promptly to customers with proactive updates throughout a ticket lifecycle.
• Develop a deep understanding of Cayenta applications to troubleshoot issues and answer questions.
• Leverage AI-enabled tools to research issues and improve troubleshooting efficiency while validating results.
• Identify root causes and recommend improvements to prevent recurrences.
• Document solutions and best practices to expand the knowledge base.
• Understand Support Services agreements and recognize when requests fall outside standard support.
• Identify opportunities to improve products, processes, and customer experience.

Skills

Analytical thinking

Customer-focused

Problem solving

Effective communication

Ownership & accountability

Education

Bachelor's degree in IT/CS or related field

Tools

SQL

Relational databases

CIS experience tools

AI tools (ChatGPT/Copilot)

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to resolve complex customer issues, collaborate with cross-functional teams, and continually improve knowledge through documentation. The role emphasizes curiosity, analytical thinking, and the use of AI to enhance problem solving while ensuring accuracy and proper validation.

Remote role open to candidates in the US and Canada; travel ~10% required.