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Harris Computer
Harris Computer
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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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Remote Support Analyst - Canada

Resolve complex application, data, integration, and SQL issues for Cayenta utility and government software customers. Use customer support expertise, root-cause analysis, and AI-enabled tools to deliver accurate solutions.

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

Description

  • Resolve customer issues accurately and thoroughly within expected timeframes
  • Manage the support queue, taking ownership of issues through resolution or assigning them appropriately
  • Diagnose application, data, integration, architecture, and interface problems
  • Work with Environment Specialists, Product Management, R&D, Professional Services, and other analysts on complex cases
  • Communicate promptly with customers and provide clear, proactive ticket updates
  • Build strong knowledge of Cayenta applications to troubleshoot problems and answer functional questions
  • Use AI-enabled tools to research issues, analyze data, detect patterns, draft communications, and improve troubleshooting while verifying outputs
  • Evaluate AI-generated recommendations critically and remain responsible for information accuracy
  • Determine root causes and propose improvements to customers, Product Management, and internal teams
  • Record solutions, troubleshooting methods, and best practices to strengthen the team knowledge base
  • Apply Support Services agreements and identify requests that fall outside standard support
  • Find ways to improve products, processes, and the customer experience

Requirements

  • Professional experience in the utility industry is required
  • Hold a current, valid passport
  • Be legally authorized to travel internationally, including having visa-free eligibility or the visas required to enter Canada, the United States, and the Caribbean
  • Experience in customer support or technical support
  • Excellent communication skills and the ability to build trust while managing customer expectations
  • Strong analytical and problem-solving abilities
  • Ability to prioritize and manage several initiatives at the same time
  • Self-directed, adaptable, and effective working independently or with a team
  • Willingness to learn and adopt emerging technologies, including AI-enabled tools
  • Experience writing and troubleshooting SQL queries
  • Experience supporting Customer Information Systems or other enterprise software applications
  • Familiarity with relational databases and data analysis
  • Understanding of software support practices, including application configuration, integrations, and data troubleshooting
  • Experience interpreting application logs, troubleshooting interfaces, or analyzing system behavior is an asset
  • Experience with AI tools such as ChatGPT, Claude, Microsoft Copilot, or comparable platforms is an asset
  • A university degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related discipline is an asset

Benefits

  • Three weeks of vacation plus five personal days
  • Comprehensive medical, dental, and vision coverage from the first day of employment
  • Employee stock ownership
  • RRSP or 401(k) matching programs
  • Lifestyle rewards
  • Remote work

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