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About the Role

Cayenta is seeking a Support Analyst to investigate complex application issues, collaborate with teammates, and leverage modern tools, including AI, to deliver accurate and efficient solutions for customers. This role offers an opportunity to deepen expertise in Cayenta applications and develop strong technical, analytical, and customer service skills within the utility industry.

Responsibilities

• 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 questions.
• Leverage AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating all results before they are shared with customers.
• Apply critical thinking to AI-generated recommendations and remain accountable for the accuracy of information provided.
• Identify root causes and recommend improvements to customers, Product Management, and internal teams to help prevent recurring issues.
• Document solutions, troubleshooting techniques, and best practices to expand the team's knowledge base.
• Understand Support Services agreements and recognize when customer requests fall outside standard support.
• Identify opportunities to improve our products, processes, and customer experience.

Requirements

• Utility industry experience is required.
• Candidates must hold a current, valid passport and be legally eligible to travel internationally.
• Enjoys solving complex problems and understanding how systems work.
• Takes ownership of issues and works toward solutions independently.
• Is resourceful and willing to use every available tool-including documentation, teammates, testing environments, and AI-to investigate unfamiliar problems.
• Uses AI to strengthen their analysis rather than replace critical thinking.
• Is comfortable learning new technologies and adapting to new ways of working.
• Can analyze information from multiple sources and make sound decisions.
• Knows when to continue investigating independently and when to collaborate or escalate.
• Communicates clearly with both technical and non-technical audiences.
• Contributes to a culture of continuous learning by documenting and sharing knowledge.
• Experience working in a customer support or technical support environment.
• Excellent communication skills with the ability to build trust and manage customer expectations.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Self-motivated, adaptable, and able to work both independently and collaboratively.
• Demonstrated willingness to learn and adopt emerging technologies, including AI-enabled tools.
• Experience writing and troubleshooting SQL queries.
• Experience supporting Customer Information Systems (CIS) or other enterprise software applications.
• Familiarity with relational databases and data analysis.
• Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset.
• Understanding of software support concepts, including application configuration, integrations, and data troubleshooting.
• Experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms for research, troubleshooting, analysis, documentation, or productivity is an asset.
• University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field.
• Experience delivering software support or technical services.
• Experience supporting Customer Information Systems (CIS) or enterprise software.
• Utility industry experience is an asset.

Skills

• AI tools
• SQL queries
• Customer Information Systems (CIS)
• Enterprise software applications
• Relational databases
• Data analysis
• Application logs
• Troubleshooting interfaces
• System behavior analysis
• Software support concepts
• Application configuration
• Integrations
• Data troubleshooting
• ChatGPT
• Claude
• Microsoft Copilot

Location

• Canada
• US

Work Type

• Remote
• Travel required as needed, approximately 10%

Experience Level

• Customer support or technical support experience
• Experience delivering software support or technical services
• Experience supporting Customer Information Systems (CIS) or enterprise software

Education Level

• University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field.

Salary/Compensations

• 60K - 75K

Benefits

• 3 weeks’ vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards

About the Company

• Cayenta is a leading provider of enterprise resource management solutions in the local government, utility and financial industries. Cayenta’s products, services and customer relationships provide the foundation for continued innovation and growth.
• Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses.