Support Analyst

Harris Computer; United States; Remote; CAD 71,000 - 79,000; Full time

Job summary

Harris Computer is seeking a driven Support Analyst to join our fully remote team. You will diagnose and resolve technical issues, document outcomes, and provide excellent customer support for our software products.

You will collaborate with cross-functional teams and leverage AI tools to improve ticket triage and knowledge base content. Requirements include 2+ years in technical support or customer service, a BS/BA degree, and strong communication skills.

Qualifications

• 2+ years of experience in technical support, software support, or customer service.
• BS/BA degree in a related business or technical field, or equivalent industry experience.
• Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.

Responsibilities

• Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation.
• Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes.
• Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted.
• Communicate technical information clearly and manage customer expectations throughout the resolution process.
• Learn, implement, and deliver training on our software applications to both customers and internal stakeholders.
• Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service.
• Identify recurring issues and product or process gaps, and share trends with the appropriate teams.
• Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams.
• Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed.

Skills

Technical support

Customer service

Troubleshooting

Communication

Education

BS/BA degree

Tools

Jira

Salesforce Einstein

Zendesk AI

TeamSupport

Job description

SUPPORT ANALYST Fully Remote | Full-Time | Customer Support | Reports to Manager, Support Services | About the Role

Harris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers - diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work. If you thrive on solving problems and are passionate about customer success, we want to hear from you.

Why Join Us

Work fully remote, with a supportive team and manager invested in your growth Build deep expertise in mission-critical software used by customers who depend on it every day Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues

Core Responsibilities

• Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation
• Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes
• Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted
• Communicate technical information clearly and manage customer expectations throughout the resolution process
• Learn, implement, and deliver training on our software applications to both customers and internal stakeholders
• Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service
• Identify recurring issues and product or process gaps, and share trends with the appropriate teams
• Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams
• Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed

AI Tools & Proficiency

• Required: Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions
• Ability to use AI tools to triage, document, and resolve customer support tickets more efficiently
• Comfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions
• Preferred: Basic understanding of prompt engineering - crafting clear, effective prompts to get high-quality outputs from AI tools
• Experience contributing to or maintaining an AI-assisted knowledge base
• Familiarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)

What we are looking for:

• 2+ years of experience in technical support, software support, or customer service
• BS/BA degree in a related business or technical field, or equivalent industry experience
• Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users
• Customer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure
• Strong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment
• Team player who is willing to share knowledge, seek help, and support team goals

What would make you stand out:

• Experience with local government, municipal finance, taxation, or related public-sector workflows
• Experience with ticketing and work-management platforms such as TeamSupport or Jira
• Working knowledge of SQL, databases, APIs, or reporting tools
• Experience creating knowledge-base articles, technical documentation, or customer training content

Salary range:

$50,000 - $55,000 USD per year.

AAP/EEO Statement

Harris Computer is an EEO/AA/Disability/Vets Employer.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers.

Our teams enjoy a supportive, award-winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries.

We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long-term stability alongside entrepreneurial autonomy.

In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and-most-important a culture that values people, curiosity, and having fun while doing great work.

Follow us on LinkedIn to learn more about our culture, values, and career opportunities.

Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants who require a reasonable accommodation due to a disability may contact us by email at [e-mail]. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws

Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.