Remote Support Analyst – AI-Powered CIS Expert

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

Benefits offered by this job

Remote work

Comprehensive health benefits

Employee stock ownership and 401k

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex application issues, collaborate across teams, and use AI tools to deliver accurate, efficient solutions. This remote role requires utility industry experience and willingness to travel approx. 10% with passport eligibility.

Salary range is 60K–75K, and the position emphasizes documenting knowledge, continuous learning, and improving customer service through proactive updates and deep product understanding.

Qualifications

• Experience working 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 simultaneously.
• Self-motivated, adaptable, and able to work both independently and collaboratively.
• Demonstrated 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 take ownership of customer issues through resolution or appropriate reassignment.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts to resolve complex issues.
• Respond promptly to customers and provide proactive, meaningful updates throughout the life of a ticket.
• Develop a deep understanding of Cayenta applications and use that knowledge to troubleshoot customer issues and answer functional questions.
• Leverage AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating all results before they are shared with customers.
• Apply critical thinking to AI-generated recommendations and remain accountable for the accuracy of information provided.
• Identify root causes and recommend improvements to customers, Product Management, and internal teams to help prevent recurring issues.
• Document solutions, troubleshooting techniques, and best practices to expand the team's knowledge base.
• Understand Support Services agreements and recognize when customer requests fall outside standard support.
• Identify opportunities to improve our products, processes, and customer experience.

Skills

Analytical thinking

Problem solving

Communication

Tools

SQL queries

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex application issues, collaborate across teams, and use AI tools to deliver accurate, efficient solutions. This remote role requires utility industry experience and willingness to travel approx. 10% with passport eligibility.

Salary range is 60K–75K, and the position emphasizes documenting knowledge, continuous learning, and improving customer service through proactive updates and deep product understanding.