Remote Customer Support Analyst - AI-Driven Troubleshooter

Harris Computer; Tennessee; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

3 weeks vacation & 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership

RRSP/401k matching

Remote work

Job summary

NorthStar Technologies is seeking a Customer Support Analyst to join the growing support team under the Harris division. The role focuses on managing and investigating customer tickets, troubleshooting across web, API, and server environments, and contributing to the internal knowledge base.

You will report to Manager, Customer Success and work with a strong team to deliver proactive service. This is a remote role open to candidates in the US and Canada, with travel ~10%.

Qualifications

• Experience supporting or developing enterprise web applications in Java or .NET environments.
• Must have utility industry experience.
• Strong analytical and problem solving abilities with a demonstrated ability to investigate technical issues across multiple system layers.
• Excellent communication skills and ability to work directly with clients while translating technical findings clearly.

Responsibilities

• Deliver application support for NorthStar web platforms, acting as the primary liaison between clients and internal engineering teams to resolve complex product and system issues.
• Analyze application logs, configuration files, database queries, and code level issues to identify root causes and determine the appropriate resolution or escalation path.
• Document root causes, troubleshooting steps, and resolutions in the client tracking system while contributing to internal knowledge base documentation and best practices.
• Collaborate closely with engineering and product teams to elevate defects, reproduce technical issues, and support long term product improvements.

Skills

Java

.NET

Job description

NorthStar Technologies is seeking a Customer Support Analyst to join the growing support team under the Harris division. The role focuses on managing and investigating customer tickets, troubleshooting across web, API, and server environments, and contributing to the internal knowledge base.

You will report to Manager, Customer Success and work with a strong team to deliver proactive service. This is a remote role open to candidates in the US and Canada, with travel ~10%.