Remote Support Analyst - AI-Driven Problem Solver

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

Benefits offered by this job

3 weeks vacation and 5 personal days

Comprehensive Medical, Dental, Vision

Employee stock ownership and RRSP/401k

Remote work and more

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to investigate and resolve complex customer issues across CIS applications, data, and integrations. You will collaborate with cross-functional teams and use AI tools to deliver accurate, efficient solutions while documenting learnings.

The role supports Canadian and US applicants remotely, with travel up to 10%. A passport and work eligibility for cross-border travel are required, and the salary range is 60K–75K.

Qualifications

• Experience 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.
• Self‑motivated, adaptable, and able to work both independently and collaboratively.
• Demonstrated willingness to learn and adopt emerging technologies, including AI‑enabled tools.
• Experience writing and troubleshooting SQL queries.
• Experience supporting CIS or enterprise software.
• Familiarity with relational databases and data analysis.
• Experience reading application logs and troubleshooting interfaces is a plus.
• Understanding of software support concepts, including configurations, integrations, and data troubleshooting.

Responsibilities

• Provide timely, accurate, and thorough resolution to customer issues.
• Monitor the support queue and take ownership of issues through resolution or reassignments.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, and Professional Services to resolve complex issues.
• Respond promptly to customers with proactive updates throughout a ticket.
• Develop deep Cayenta knowledge to troubleshoot and answer functional questions.
• Leverage AI-enabled tools to research issues, analyze data, and draft communications.
• Apply critical thinking to AI recommendations and validate results before sharing with customers.
• Identify root causes and suggest improvements to prevent recurring issues.
• Document solutions and best practices to grow the knowledge base.
• Understand Support Services agreements and recognize when requests fall outside standard support.
• Identify opportunities to improve products and customer experience.

Skills

Communication skills

Analytical thinking

Problem solving

Multitasking

Self-motivation

AI willingness

SQL queries

CIS software

Relational databases

Log analysis

AI tools experience

Education

University degree or technical college diploma in CS/IT

Tools

SQL

AI tools (ChatGPT/Copilot)

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to investigate and resolve complex customer issues across CIS applications, data, and integrations. You will collaborate with cross-functional teams and use AI tools to deliver accurate, efficient solutions while documenting learnings.

The role supports Canadian and US applicants remotely, with travel up to 10%. A passport and work eligibility for cross-border travel are required, and the salary range is 60K–75K.