Remote Support Analyst: AI-Powered Problem Solver

Harris Computer; Bangor (ME); Teletrabalho; USD 60 000 - 75 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work

Vacation and personal days

Medical, dental, vision benefits

Employee stock ownership

Resumo da oferta

Cayenta, a division of Harris, is seeking a Support Analyst to help solve problems that matter and deepen expertise in CIS environments. You will investigate issues spanning data, integrations, and environments, collaborating with cross-functional teams to deliver accurate, timely resolutions.

We value curiosity, analytical thinking, and the ability to use AI responsibly to enhance, not replace, human judgment. Remote-friendly, travel may be required up to 10% for international travel.

Qualificações

• Experience writing and troubleshooting SQL queries.
• Experience supporting Customer Information Systems (CIS) or other enterprise software.
• Familiarity with relational databases and data analysis.
• Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset.
• Understanding of software support concepts, including application configuration, integrations, and data troubleshooting.
• Experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms for research, troubleshooting, analysis, documentation, or productivity is an asset.

Responsabilidades

• 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.

Conhecimentos

Problem solving

Analytical thinking

Customer service

AI-assisted troubleshooting

Independent ownership

Clear communication

Collaboration

Curiosity

Formação académica

University degree or technical college diploma in CS/IT

Ferramentas

SQL

Relational databases

Enterprise software (CIS)

AI tools (ChatGPT / Copilot)

Descrição da oferta de emprego

Cayenta, a division of Harris, is seeking a Support Analyst to help solve problems that matter and deepen expertise in CIS environments. You will investigate issues spanning data, integrations, and environments, collaborating with cross-functional teams to deliver accurate, timely resolutions.

We value curiosity, analytical thinking, and the ability to use AI responsibly to enhance, not replace, human judgment. Remote-friendly, travel may be required up to 10% for international travel.