Remote Support Analyst — AI-Driven CIS Troubleshooter

Harris Computer

Utah

On-site

USD 60,000 - 75,000

Full time

3 days ago

Be an early applicant

Get more replies from employers

Send a job-specific resume in minutes.

Benefits offered by this job

3 weeks vacation + 5 personal days

Medical, Dental, Vision benefits

Employee stock ownership and 401k/RRSP

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, seeks a Support Analyst to investigate complex issues, collaborate across teams, and leverage AI to deliver accurate solutions. This remote role welcomes candidates in the US and Canada, with travel about 10%.

Salary range is 60K–75K, reflecting utility industry experience and strong technical/customer service skills. You will troubleshoot CIS-like enterprise software, analyze data and logs, and contribute to knowledge sharing while owning issues from start to

Qualifications

Experience working in a customer support or technical support environment.
Excellent communication skills with the ability to build trust and manage customer expectations.
Strong analytical and problem-solving skills.
Ability to prioritize and manage multiple initiatives simultaneously.
Self-motivated, adaptable, and able to work both independently and collaboratively.
Demonstrated 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.
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.
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.