Senior Support Analyst

Canoe Intelligence; Town of Ulysses (NY); Hybrid; USD 85,000 - 95,000; Full time

Benefits offered by this job

Medical benefits

Flexible PTO

401(k)

Remote-friendly work policy

Home office stipend

Employee Assistance Program

Gym reimbursement

Education assistance

Parental leave

Job summary

Canoe Intelligence in New York City or Jacksonville, hybrid, is seeking a Senior Support Analyst to manage client inquiries and act as the SME for Canoe’s AI-enabled platform. You will educate clients on the technology and partner with Support, Product, and Data Ops to drive timely resolutions.

The role emphasizes strong client interaction, issue resolution, and collaboration with cross-functional teams to improve client workflows and outcomes.

Qualifications

• Experience with client support tooling and reporting.
• Strong analytical, data-driven mindset with attention to detail.
• Excellent communication and teamwork across functions.

Responsibilities

• Serve as a trusted point of contact for client inquiries and requests.
• Escalate and resolve complex issues with cross-functional teams.
• Educate clients on Canoe's AI-driven technology and capabilities.
• Collaborate with Product to relay feedback and track bug resolutions.
• Contribute to Canoe's Knowledge Base with videos and articles.

Skills

SQL

APIs

Python

Salesforce

Zendesk

Jira

Confluence

Tools

Salesforce

Zendesk

Jira

Confluence

Job description

COMPANY: Canoe Intelligence
WEBSITE: https://canoeintelligence.com/
TITLE: Senior Support Analyst
LOCATION: Jacksonville, FL or New York City, NY (hybrid)
SALARY: $85,000 - $95,000 base salary + bonus (based on Jacksonville, will be adjusted for geo)

The Role

If you love client interaction and supporting customer needs on a day to day basis, we’re looking for you. As a Senior Support Analyst, you’ll be working alongside the Support team to manage client inquiries and act as a point of contact for client requests. In this role, you’ll have the unique opportunity to act as a subject matter expert, educate clients on our breakthrough technology, and build Canoe’s business alongside our growing team. This role reports into the Manager of Support.

What You’ll Do

• Become a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows
• Troubleshoot and resolve some of the most complex issues that our clients report
• Be an escalation point of contact for Canoe’s production customer base and junior support resources, answering cases related to how-to’s, troubleshooting, and training
• Lead cross-functionally with Canoe teams to solve client inquiries (i.e. the case)
• Respond to client inquiries in a consistent, concise and timely manner
• Take on an urgent or critical issue a client reports immediately after being reported
• Educate new and existing resources on functionality and internal processes
• Collaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugs
• Coordinate with Canoe’s Data Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data
• Work directly with the Relationship Management team on clients in an escalated situation
• Facilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base
• Conduct client trainings focused on foundational functionality and best practices
• Be a thought-partner on larger initiatives involving Support and take lead on those projects
• Be a technical contact for Canoe’s customers and internal resources, related to how-to’s, troubleshooting, and training, including the Canoe API and other product integrations

What We’re Looking For:

• Client-centric; a genuine interest to deliver results for customers
• Enjoys working in a collaborative environment, sharing best practices, and supporting teammates
• Can thrive off being a self-starter early in in the day, prior to US business hours
• Analytical, data-driven self-starter that is detailed-oriented and resourceful
• Problem-solver who thrives in diving into details when required
• Basic understanding of SQL, APIs and Python
• Experience (including internships) with Client Support tooling & reporting, such as Salesforce, Zendesk, Jira, Confluence
• Someone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future

Preferred

• Prior experience (including internships) with management consulting, business process outsourcing, or technology related professional services
• Knowledge of alternative investments

What You’ll Get

• Medical, dental, vision benefits
• Flexible PTO
• 401(k)
• Flexible work from home policy
• Home office stipend
• Employee Assistance Program
• Gym/Wifi reimbursement
• Education assistance
• Parental Leave

Our Values

• Client First —> Listen, and deliver client-centric solutions
• Be An Owner —> Take initiative, improve situations, drive positive outcomes
• Excellence —> Always set the highest standard for yourself and others
• Win Together —> 1 + 1 = 3

Who We Are

Canoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers. By combining industry expertise with the most sophisticated data capture technologies, Canoe’s technology automates the highly-frustrating, time-consuming, and costly manual workflows related to alternative investment document and data management, extraction and delivery. With Canoe, clients can refocus capital and human resources on business performance and growth, increase efficiency, and gain deeper access to their data. Canoe’s AI-driven platform was developed in 2013 for Portage Partners LLC, a private investment firm. Canoe is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Our mission is to unlock efficiencies in alternative investment processes by introducing purpose-built automation into the workflows of institutional investors, asset servicers, capital allocators and wealth managers.