Support Analyst: AI-Driven CIS Solutions (Remote)

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

Benefits offered by this job

3 weeks vacation

Medical, Dental, and Vision benefits

Employee stock ownership and RRSP/401k

Job summary

Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex issues across CIS software and enterprise applications. This remote role requires travel ~10% and access to AI-enabled tools to research, analyze, and resolve customer problems while documenting learnings for the team.

You'll collaborate with cross-functional teams to improve workflows, ensure timely updates to customers, and deepen product knowledge to prevent recurring issues.

Qualifications

• Experience in a customer support or technical support environment.
• Strong analytical and problem-solving skills.
• Ability to manage multiple initiatives and deadlines.
• 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 own issues through resolution or escalation.
• Investigate application, data, integrations, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, and R&D to resolve complex issues.
• Communicate proactively with customers with updates throughout a ticket’s life.
• Document solutions and troubleshooting steps to expand the knowledge base.

Skills

Problem solving

Analytical thinking

Communication skills

AI tools familiarity

SQL queries

Tools

SQL tools

CIS software

Relational databases

Job description

Cayenta, a division of Harris, is seeking a Support Analyst to investigate complex issues across CIS software and enterprise applications. This remote role requires travel ~10% and access to AI-enabled tools to research, analyze, and resolve customer problems while documenting learnings for the team.

You'll collaborate with cross-functional teams to improve workflows, ensure timely updates to customers, and deepen product knowledge to prevent recurring issues.