Remote CIS Support Analyst: AI-Powered Troubleshooting

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

Benefits offered by this job

Vacation days

Medical benefits

Stock ownership

Remote work

Job summary

Cayenta, a division of Harris, seeks a Support Analyst to solve problems that matter in the CIS domain. You will investigate complex application issues, collaborate with teams, and use AI tools to deliver accurate, efficient solutions while documenting findings.

This remote role welcomes candidates in the US and Canada, with travel required up to 10%. You will monitor queues, own issues through resolution, and deepen your Cayenta application knowledge to support customers effectively.

Qualifications

• Experience in customer or technical support environment.
• Excellent communication skills to manage customer expectations.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives.
• 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 customer issues through resolution or appropriate reassignment.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts to resolve complex issues.
• Respond promptly to customers and provide proactive, meaningful updates throughout the life of a ticket.
• Develop a deep understanding of Cayenta applications and use that knowledge to troubleshoot customer issues and answer functional questions.
• Leverage AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating all results before they are shared with customers.
• Apply critical thinking to AI-generated recommendations and remain accountable for the accuracy of information provided.
• Identify root causes and recommend improvements to customers, Product Management, and internal teams to help prevent recurring issues.
• Document solutions, troubleshooting techniques, and best practices to expand the team's knowledge base.
• Understand Support Services agreements and recognize when customer requests fall outside standard support.
• Identify opportunities to improve our products, processes, and customer experience.

Skills

SQL queries

Relational databases

Data analysis

AI tools

Customer service

Problem solving

Documentation

Communication

Education

CS/IT degree

Technical college diploma

Job description

Cayenta, a division of Harris, seeks a Support Analyst to solve problems that matter in the CIS domain. You will investigate complex application issues, collaborate with teams, and use AI tools to deliver accurate, efficient solutions while documenting findings.

This remote role welcomes candidates in the US and Canada, with travel required up to 10%. You will monitor queues, own issues through resolution, and deepen your Cayenta application knowledge to support customers effectively.