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Harris Computer
Harris Computer
H1B Visa SponsorConsultingHealthcareLogistics
Harris Computer develops and operates mission-critical software for organizations in the public sector, healthcare, utilities, and other specialized industries. Its portfolio supports more than 100,000 customers across North America, Europe, Asia, and Australia, with teams focused on acquiring promising software businesses, strengthening their operations, and supporting sustainable growth. For candidates exploring opportunities in enterprise software, Harris Computer offers a broad environment shaped by industry-specific products and services designed to help customers achieve their operational goals.
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Harris Computer Remote Support Analyst – Cayenta, Canada

Troubleshoot Cayenta enterprise software, customer information systems, data, integrations, and SQL issues for utility and local-government customers. Investigate problems remotely, communicate progress, and document effective resolutions.

CACanadaUSUnited States
$60,000 – $75,000 / year
RemoteFull-timeMiddleSeniorEnglish RequiredSupport Engineer
SQL

Description

  • Resolve customer issues accurately, thoroughly, and within expected timeframes
  • Own support tickets from intake through resolution, escalating or reassigning them when appropriate
  • Diagnose application, data, integration, architecture, and interface problems
  • Work with Environment Specialists, Product Management, R&D, Professional Services, and other analysts
  • Communicate promptly with customers and provide status updates throughout each ticket’s lifecycle
  • Build extensive Cayenta product knowledge to resolve technical issues and address functional questions
  • Use AI-assisted tools to research problems, analyze data, detect patterns, draft communications, and streamline troubleshooting
  • Review AI-generated outputs carefully and remain responsible for customer-facing information
  • Determine root causes and propose improvements to customers, Product Management, and internal teams
  • Record solutions, diagnostic methods, and support best practices
  • Apply Support Services agreements to recognize requests beyond standard support coverage
  • Spot ways to enhance the products, support processes, and overall customer experience

Requirements

  • Professional experience in the utility sector is required
  • Hold a valid, current passport and be legally authorized to travel internationally
  • Have either visa-exempt passport eligibility or the visas required to enter Canada, the United States, and Caribbean countries
  • Background in customer support or technical support
  • Strong communication skills and the ability to establish trust and set customer expectations
  • Advanced analytical thinking and structured problem-solving ability
  • Able to organize competing priorities and manage several initiatives at once
  • Self-directed, flexible, and effective working independently or with a team
  • Willingness to learn and use emerging technologies, including AI-assisted tools
  • Experience writing and diagnosing SQL queries
  • Experience supporting Customer Information Systems or comparable enterprise applications
  • Working knowledge of relational databases and data analysis
  • Experience interpreting application logs, diagnosing interfaces, or assessing system behavior is an asset
  • Understanding of software support practices, including configuration, integrations, and data troubleshooting
  • Experience with AI platforms such as ChatGPT, Claude, Microsoft Copilot, or similar tools is an asset
  • A university degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related discipline is a plus

Benefits

  • Three weeks of vacation plus five personal days
  • Medical, dental, and vision coverage begins on the first day of employment
  • Employee stock ownership and RRSP/401(k) matching programs
  • Lifestyle rewards
  • Remote work arrangement and additional benefits

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