Remote Support Analyst - AI-Driven Troubleshooter

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

Benefits offered by this job

3 weeks vacation and 5 personal days

Comprehensive Medical, Dental, Vision

Job summary

Cayenta, a division of Harris, is hiring a Support Analyst to investigate complex application issues, collaborate with teams, and use AI to improve solutions. The role emphasizes customer service, data analysis, and knowledge sharing across CIS and enterprise software environments.

The successful candidate will work remotely across the US and Canada, with travel as needed, while building expertise in Cayenta applications and industry-specific CIS systems.

Qualifications

• Experience in customer support or technical support environment.
• Strong analytical and problem-solving skills.
• Experience writing and troubleshooting SQL queries.
• Familiarity with relational databases and data analysis.
• Ability to use AI tools responsibly for research and productivity.

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 cross-functional teams to resolve complex issues.
• Respond promptly to customers and provide proactive updates throughout a ticket.
• Develop deep understanding of Cayenta applications to troubleshoot issues.
• Leverage AI-enabled tools to research issues and improve troubleshooting efficiency.
• Identify root causes and recommend product/process improvements.
• Document solutions and best practices for the knowledge base.
• Understand Support Services agreements and flag out-of-scope requests.

Skills

SQL querying

Analytical thinking

Customer service

AI tool usage

Problem solving

Education

University degree in Computer Science or IT

Tools

SQL databases

CIS software

Relational databases

App logs analysis

Job description

Cayenta, a division of Harris, is hiring a Support Analyst to investigate complex application issues, collaborate with teams, and use AI to improve solutions. The role emphasizes customer service, data analysis, and knowledge sharing across CIS and enterprise software environments.

The successful candidate will work remotely across the US and Canada, with travel as needed, while building expertise in Cayenta applications and industry-specific CIS systems.