Support Analyst

Business Unit:

SmartWorks is a division of Harris Utilities, a software company that has served the utility industry in North America and the Caribbean for more than 40 years.

SmartWorks’ mission is to enable the value of the Smart Grid for both utility companies and their customers by providing the best products and services within the utility industry.

Job Summary:

We are seeking a Support Analyst to join our dynamic team of smart, positive, and passionate individuals.

We value unique talents and empower our team members to excel in their roles.

We are looking for candidates with proven experience in client service, troubleshooting, and analytics to support our Utility Customers using the SmartWorks product.

As a Support Analyst, you will troubleshoot issues, design new solutions, and continuously strive to enhance customer satisfaction.

Clear and concise communication is essential, as is contributing to a positive and enjoyable workplace.

Primary Functions

Monitor the support ticket queue, taking ownership and/or re-assigning new tickets as needed.

Promptly address customer issues and consistently provide updates to keep customers informed of progress.

Ensure timely and thorough resolution of customer issues within the requirements of the Service Level Agreement.

Develop a deep understanding of the functional and technical features of our applications to effectively address application-related issues and questions.

Work with customers to resolve their highest priority challenges.

Note that holiday coverage and after-hours support will be required as part of this role.

Work Mode: Remote
Shift Timings: 5am -5pm IST any 9-hour shift window -Weekends Workings – Any 2 weekdays week off.
Location: Remote India / Philippines

What We Are Looking For:

(Mandatory Qualifications & Skills)



* 4+ years of experience in SQL.


* 4+ years of relevant production environment work experience


* 4+ years’ experience in customer/client support role (Calls /Email Support)


* Experience supporting the Linux OS (Red Hat Enterprise Linux / Centos, or other)


* Experience in network administration, including firewalls and VPN’s


* Familiarity working with relational databases (Oracle or PostgreSQL, or other)

What Would Make You Stand Out:

(Preferred/Good-to-Have Skills)



* Experience with Cloud-based virtual systems, networking and storage


* Software knowledge in at least one of JAVA, JSP, jQuery is preferred.

You will not be coding but understanding of code is preferred


* Utility industry experience, especially with respect to Smart Grid applications is preferred


* Oracle or PostgreSQL database configuration and administration is nice to have


* In-depth Linux troubleshooting experience is a plus


* ITSM/ITIL knowledge nice to have


* Previous Salesforce Administration knowledge is a plus

Soft Skills/ Behavioral Skills:



* Good Communication and Collaboration.


* Possess stro...