[Remote] (Remote) Customer Support Analyst

Note: The job is a remote job and is open to candidates in USA. Harris Computer provides mission-critical software to public-sector and utility organizations across North America. NorthStar is seeking a Customer Support Analyst to investigate and resolve customer support issues across web, API, server, and other system layers while coordinating with customers, engineering, and product teams.

Responsibilities

• Deliver application support for NorthStar web platforms, acting as the primary liaison between clients and internal engineering teams to resolve complex product and system issues
• Analyze application logs, configuration files, database queries, and code level issues to identify root causes and determine the appropriate resolution or escalation path
• Document root causes, troubleshooting steps, and resolutions in the client tracking system while contributing to internal knowledge base documentation and best practices
• Collaborate closely with engineering and product teams to escalate defects, reproduce technical issues, and support long term product improvements

Skills

• 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
• Experience supporting or developing enterprise web applications in Java or .NET environments
• Must have utility industry experience
• Strong analytical and problem solving abilities with a demonstrated ability to investigate technical issues across multiple system layers
• Excellent communication skills and ability to work directly with clients while translating technical findings clearly

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
• Remote work

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