(Remote) Support Analyst

Cayenta, a division of Harris; is seeking a Support Analyst who will help solve problems that matter.

At Cayenta, Support is about solving problems, building knowledge, and continuously improving how we serve our customers.

As a Support Analyst, you'll investigate complex application issues, collaborate with teammates across the organization, and use modern tools-including AI-to help deliver accurate, efficient, and thoughtful solutions.

Customer issues can span application functionality, data, integrations, environments, databases, and communications.

Every issue is an opportunity to learn something new.

We don't expect you to know every answer on day one-we're looking for someone who is curious, analytical, and motivated to figure things out.

When you encounter something unfamiliar, we expect you to investigate.

Search our knowledge base.

Review documentation.

Collaborate with teammates.

Use AI to research, analyze, and challenge your thinking.

Test assumptions and keep digging until you understand the problem.

Most importantly, when you learn something new, document it and share it.

Every solved problem makes our entire team stronger.

This is your opportunity to deepen your expertise in the solutions used by our CIS customers while developing strong technical, analytical, and customer service skills.

This remote role welcomes candidates anywhere in Canada and the US.

Travel is required as needed, approximately 10%.

Candidates must hold a current, valid passport and be legally eligible to travel internationally.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Salary:

60K - 75K

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.

The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.

Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:


* Provide timely, accurate, and thorough resolution to customer issues.


* Monitor the support queue and take ownership of customer issues through resolution or appropriate reassignment.


* Investigate application, data, integration, architecture, and interface issues.


* Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts to resolve complex issues.


* Respond promptly to customers and provide proactive, meaningful updates throughout the life of a ticket.


* Develop a deep understanding of Cayenta applications and use that knowledge to troubleshoot customer issues and answer functional question...