Remote Support Analyst, AI-Driven Troubleshooter

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

Benefits offered by this job

Vacation and personal days

Medical, dental, vision benefits

Employee stock ownership and RRSP/401k

Job summary

Cayenta is seeking a Support Analyst to advance problem solving and customer service across CIS applications. You will investigate issues, use AI tools, and collaborate with cross-functional teams to deliver accurate, efficient solutions.

You will contribute to the knowledge base, document learnings, and develop deep product expertise while maintaining security and quality in all interactions. Remote role with travel as needed.

Qualifications

• Experience in customer support or technical support.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives.
• Self-motivated, adaptable, and able to work independently and with others.
• Willingness to learn and adopt emerging technologies including AI.
• Excellent communication across technical and non-technical audiences.

Responsibilities

• Provide timely, accurate resolutions to customer issues.
• Monitor the support queue and own issues through resolution or reassignment.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with Environment Specialists, PM, R&D, and other analysts.
• Provide proactive updates to customers throughout a ticket lifecycle.
• Develop deep Cayenta product knowledge to troubleshoot issues.
• Leverage AI-enabled tools to research and improve troubleshooting while validating results.
• Identify root causes and propose product/process improvements.
• Document solutions and best practices to grow the knowledge base.

Skills

Analytical thinking

Problem solving

Ownership

AI literacy

Communication

Independent work

Collaboration

Adaptability

Education

University degree or technical college diploma in Computer Science/IT

Tools

SQL

Job description

Cayenta is seeking a Support Analyst to advance problem solving and customer service across CIS applications. You will investigate issues, use AI tools, and collaborate with cross-functional teams to deliver accurate, efficient solutions.

You will contribute to the knowledge base, document learnings, and develop deep product expertise while maintaining security and quality in all interactions. Remote role with travel as needed.