Remote Support Analyst — AI-Driven CIS Troubleshooting

Harris Computer; Allen (TX); Remote; USD 60,000 - 75,000; Full time

Benefits offered by this job

Vacation & personal days

Medical, dental, vision benefits

Stock ownership & retirement matching

Lifestyle rewards

Remote work option

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex application issues, collaborate across teams, and leverage AI tools to deliver accurate solutions. This remote role requires up to 10% travel and eligibility to travel internationally with a valid passport.

You will deepen your expertise in CIS applications, data, integrations, and environments while documenting solutions and contributing to the knowledge base. Salary 60k–75k USD.

Qualifications

• Experience in customer or technical support environment.
• Strong analytical and problem-solving skills.
• Excellent communication skills and ability to manage customer expectations.
• Ability to prioritize and manage multiple initiatives.
• Willingness to learn and adopt emerging technologies, including AI-enabled tools.
• Experience reading application logs and troubleshooting interfaces is an asset.

Responsibilities

• Provide timely, accurate, and thorough resolution to customer issues.
• Monitor the support queue and take ownership through resolution or reassignment.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with cross-functional teams to resolve complex issues.
• Respond promptly to customers with proactive updates throughout a ticket's life.
• Develop deep understanding of Cayenta applications to troubleshoot issues.
• Leverage AI-enabled tools to research issues and improve troubleshooting while validating results.
• Identify root causes and recommend improvements to prevent recurring issues.

Skills

Problem solving

Analytical thinking

Customer service

AI literacy

Communication

Education

University degree or technical college diploma (CS/IT)

Tools

SQL

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex application issues, collaborate across teams, and leverage AI tools to deliver accurate solutions. This remote role requires up to 10% travel and eligibility to travel internationally with a valid passport.

You will deepen your expertise in CIS applications, data, integrations, and environments while documenting solutions and contributing to the knowledge base. Salary 60k–75k USD.