Remote Support Analyst — AI-Driven Troubleshooter

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

Benefits offered by this job

3 weeks vacation

Medical, Dental, Vision benefits

Employee stock ownership

Lifestyle rewards

Remote work

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to help solve problems that matter. You will investigate complex application issues, collaborate with teammates, and use AI tools to deliver accurate, efficient solutions.

This remote role welcomes candidates in the United States and Canada, with travel ~10% as needed; a valid passport is required for international travel. The position offers growth in technical, analytical, and customer service skills.

Qualifications

• Experience in a customer or technical support environment.
• Excellent communication skills and ability to manage customer expectations.
• Strong analytical and problem-solving skills.
• Ability to prioritise and manage multiple initiatives.
• Self-motivated, adaptable, able to work independently and collaboratively.
• 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 or reassignment.
• 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 application knowledge to troubleshoot and answer questions.

Skills

Problem solving

Analytical thinking

Communication

Ownership

Independent working

AI literacy

Education

University degree in CS/IT

Tools

SQL

Relational databases

AI tools

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to help solve problems that matter. You will investigate complex application issues, collaborate with teammates, and use AI tools to deliver accurate, efficient solutions.

This remote role welcomes candidates in the United States and Canada, with travel ~10% as needed; a valid passport is required for international travel. The position offers growth in technical, analytical, and customer service skills.