Remote AI-Driven Support Analyst for CIS Apps

Harris Computer; Tennessee; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

3 weeks vacation and 5 personal days

Medical, Dental, and Vision benefits

Employee stock ownership and RRSP/401k

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst for a remote role across Canada and the US. You will investigate complex issues spanning applications, data, integrations, environments, databases, and communications, collaborating with teams to deliver accurate solutions.

A background in utility industry support is highly valued. Travel is approximately 10%, must hold a valid passport, and be eligible to travel internationally.

Qualifications

• Experience in customer or technical support environments.
• Excellent communication skills to build trust and manage expectations.
• Strong analytical and problem-solving abilities.
• Ability to prioritize and manage multiple initiatives.
• Self-motivated, adaptable, and able to work independently.
• Willingness to learn and adopt emerging technologies including AI.

Responsibilities

• Provide timely, accurate, and thorough resolution to customer issues.
• Monitor the support queue and take ownership through resolution or reassignment.
• Investigate application, data, integrations, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, and others to resolve complex issues.
• Provide proactive updates to customers throughout ticket lifecycle.
• Deeply understand Cayenta applications to troubleshoot and answer questions.
• Leverage AI-enabled tools to research, analyze data, and improve efficiency while validating results.
• Identify root causes and suggest improvements to prevent recurring issues.
• Document solutions and best practices for the knowledge base.
• Understand Support Services agreements and flag out-of-scope requests.

Skills

Customer support experience

Analytical thinking

Problem-solving

Communication skills

Independent work

Education

University degree or technical college diploma

Tools

SQL

Enterprise software (CIS) experience

AI tools usage

Job description

Cayenta, a division of Harris, is seeking a Support Analyst for a remote role across Canada and the US. You will investigate complex issues spanning applications, data, integrations, environments, databases, and communications, collaborating with teams to deliver accurate solutions.

A background in utility industry support is highly valued. Travel is approximately 10%, must hold a valid passport, and be eligible to travel internationally.