Senior Technical Support Analyst

Mindscope; United States; Remote; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health and Dental Coverage

RRSP/401K

EFAP

Paid Time Off

Flexible Work Environment

Education Reimbursement Program

Diversity & Inclusion

Job summary

Univerus is seeking a Senior Technical Support Analyst to handle advanced customer escalations for UEW products, mentor junior staff, and guide solutions with data-driven troubleshooting.

You will resolve complex incidents, work with development and product teams, and help maintain high customer satisfaction while ensuring system stability and performance.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field required.
• 5+ years in technical support, database analysis/administration, or related role.
• Significant hands-on MS SQL experience in production environments.
• Experience supporting energy, water, or gas customers preferred.
• Certifications MCSE/MCSA or data analytics are a plus.

Responsibilities

• Serve as the senior technical contact for UEW customers and manage advanced tickets.
• Diagnose and troubleshoot software and database incidents with log analysis and configuration checks.
• Mentor junior analysts and develop templates/scripts for recurring issues.
• Collaborate with development, product, and professional services to resolve complex problems.
• Create and maintain knowledge bases and documentation for onboarding and learning.
• Maintain SLAs and track support tickets.

Skills

SQL Proficiency

Database Troubleshooting

Windows & VPN

Mentorship

Ticketing Systems

VMs and Remote Desktop

Documentation

Customer communication

Mentorship

Education

Bachelor’s degree in CS/IT or related field

Tools

MS SQL

JIRA

Zendesk

Azure DevOps

Dynamics

Remote Desktop

Job description

Founded in 2019 and headquartered in Burnaby, British Columbia, Univerus is a fast-growing enterprise software company specializing in vertical market solutions. With over 300 employees, more than 20 acquisitions, and a global customer base exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government, utilities, construction, manufacturing, health and safety, education, and beyond.

Learn more at www.univerus.com

JOB TITLE:

Senior Technical Support Analyst

POSITION DETAILS:

Salary Range: $80,000-$110,000 per year

Location: Remote - CAN/USA

This job posting is for a new requirement.

Job Function:

ROLE OVERVIEW:

The Senior Technical Support Analyst is a subject-matter expert responsible for handling advanced, customer escalated issues and giving guidance to Univerus Energy and Water (UEW) customers within data driven applications. This role is responsible for troubleshooting complex issues, supporting end users and administrators, and ensuring the stability and performance of the organization’s software solutions. This role serves as a mentor to junior analysts leading more complex or business critical troubleshooting efforts. Working closely with customers, internal development teams, product specialists to resolve technical problems and contribute to a successful and smooth customer experience. This role ensures continuous improvement of support practices and product quality.

ORGANIZATIONAL RELATIONSHIP:

The Senior Technical Support Analyst will report to a Director of Customer Service with guidance and expertise from a Lead.

Job Requirement:

KEY RESPONSIBILITIES:

Technical Customer Support and Issue Resolution

Serve as the senior tier of technical support and primary technical point of contact for UEW customers

Resolve advanced tickets by diagnosing and troubleshooting software and database related incidents with log analysis, system configurations, root cause analysis, testing, and deployment assistance

Mentor and train more junior level analysts with exemplary quality

Develop templated scripts or macros for repetitive customer issue troubleshooting

Communicate technical concepts clearly to non-technical and technical users providing guidance for resolution steps

Maintain SLAs and manage support tickets by prioritizing, documenting, and tracking issues effectively

Improve and maintain successful customer experience by delivering great customer satisfaction scores and referenceable customers

Cross Collaboration and Knowledge

Produce documentation for technical support team for onboarding or continuous learning effort

Work closely with development, product, and professional service teams to elevate more advanced support issues

Participate in knowledge sharing sessions

Maintain and contribute to internal and external knowledge bases

Proactively identify common education and customer issues to product and development teams for optimization

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES (KSAs):

Expert analytical and problem-solving skills with the ability to think critically under pressure

Deep understanding of database principles, relational models, and data concepts

Advanced proficiency with MS SQL including query writing and database troubleshooting.

Advanced proficiency with Windows, Virtual Machines, Remote Desktop, Microsoft Office, and VPN

Senior level knowledge of ticketing and other tracking systems (e.g. Dynamics, Zendesk, JIRA, Azure DevOps, etc).

Advanced diagnostic skills for analyzing logs, system configurations, error messages, APIs and more

Mentorship skills for more junior team members

Excellent skills in verbal and written communication for interacting with customers in a professional, empathetic, and solutions-oriented manner

Demonstrated ability to translate technical concepts into customer-friendly explanations

Knowledge of common deployment processes

Strong organizational and multitasking skills with the ability to manage multiple tickets simultaneously

Customer focused mindset and ability to work both independently and in a collaborative team environment

EDUCATION AND EXPERIENCE:

Bachelor’s degree in Computer Science, Information Technology, or a related field required.

5+ years of experience in a technical support, database analyst, database administration, customer support or related role

Significant hands‑on experience with MS SQL is required specifically in a production environment

Certifications such as MCSE/MCSA, data analytics, or related are a plus

Experience supporting energy, water, or gas customers strongly preferred

WHAT WE OFFER:

• Health and Dental Coverage
• RRSP/401K
• EFAP
• Generous Paid Time Off
• Flexible Work Environment
• Education Reimbursement Program
• Our Commitment to Diversity, Equity & Inclusion

Univerus is proud to be an equal opportunity employer. We are committed to creating an inclusive and respectful workplace where everyone feels valued, supported, and empowered to contribute fully. We welcome applications from candidates of all backgrounds, abilities, and experiences, including but not limited to Indigenous peoples, racialized persons, women, LGBTQ2S+ individuals, persons with disabilities, and veterans.

If you require accommodation at any stage of the recruitment process, please let us know. We are committed to working with you to ensure your needs are met.

Please note that we may use AI as part of our recruitment and hiring process. While we may incorporate select AI features to enhance process efficiency, we remain committed to human-led decision making. We recognize that AI is not perfect, so all AI-generated outputs are subject to human review to ensure accuracy and fairness. Our goal is to use technology to support, not replace, thoughtful human decision-making in recruitment and hiring.