Remote Support Analyst, AI-Driven Troubleshooting

Harris Computer; North Carolina; On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

3 weeks vacation

Medical, dental, vision benefits

Employee stock ownership

RRSP/401k matching

Remote work

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to investigate and resolve complex issues across CIS applications and integrations. You will collaborate with Environment Specialists, Product Management, and R&D to deliver accurate solutions while leveraging AI tools responsibly.

The role emphasizes analytical thinking, problem solving, and documenting learnings to strengthen the team and knowledge base. Remote work available in US/Canada with travel as needed.

Qualifications

• Experience in customer/technical support environments.
• Ability to analyze and troubleshoot complex issues using multiple data sources.
• Willingness to learn and adopt AI-enabled tools.
• Strong communication with technical and non-technical audiences.

Responsibilities

• Provide timely, accurate, and thorough resolution to customer issues.
• Monitor the support queue and own issues through resolution or escalation.
• Investigate application, data, integrations, architecture, and interfaces.
• Collaborate with cross-functional teams to resolve complex issues.
• Use AI-enabled tools to research issues and improve troubleshooting efficiency.
• Document solutions and best practices for knowledge base.

Skills

Problem solving

Ownership

Curiosity

Analytical thinking

Independent work

Collaboration

Clear communication

Knowledge sharing

Adaptability

Education

University degree or technical college diploma (CS/SE/IT)

Tools

SQL

CIS systems

Relational databases

Log analysis

AI tooling (advantage)

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to investigate and resolve complex issues across CIS applications and integrations. You will collaborate with Environment Specialists, Product Management, and R&D to deliver accurate solutions while leveraging AI tools responsibly.

The role emphasizes analytical thinking, problem solving, and documenting learnings to strengthen the team and knowledge base. Remote work available in US/Canada with travel as needed.