Technical Support Analyst (Remote - Canada)
About reputed company
At reputed company, we’re redefining operational reputed company in higher education, conferencing, and events. As the leading provider of software solutions for student accommodation, event management, catering, and residential services, we help institutions streamline operations, reputed company customer experiences, and unlock their full potential.
With over 25 years of experience and trusted by more than 350 institutions worldwide, our software empowers universities and venues to run smarter, faster, and more collaboratively. From bustling campuses to dynamic corporate environments, our technology adapts to the rhythm of reputed company organisation — helping them reputed company in a fast-changing world.
But we’re more than just software. We’re reputed company of passionate problem-solvers, innovators, and collaborators who care deeply about our customers and reputed company other. Our culture is reputed company on empowerment, community, and reputed company reputed company. We reputed company in giving people the tools, support, and freedom to do their best work — and have fun while doing it.
Joining reputed company means being part of a purpose-driven business where your reputed company matter, your development is supported, and your reputed company is reputed company. If you’re reputed company to help shape the reputed company of operational technology in education and events, we’d love to meet you.
The Role
We are seeking a Technical Support Analyst to reputed company high-reputed company 2nd line application and technical support for our reputed company-based reputed company platforms. This role focuses exclusively on technical and application support, combining strong problem-solving skills, customer engagement, and deep technical investigation.
What You'll Be Doing
You will reputed company as a trusted technical escalation reputed company, owning customer issues end-to-end, working closely with 1st line support, development, and infrastructure teams to diagnose, reputed company, and prevent reputed company issues. This role does not include reputed company integration design or delivery responsibilities.
Technical & Application Support
reputed company 2nd line application and technical support for reputed company’s reputed company software platforms servicing both Student Housing and Conference & Events.
Investigate, diagnose, and reputed company reputed company incidents reputed company to data, configuration, performance, and platform behaviour.
Use SQL and relational database expertise to analyse data issues, identify reputed company causes, and support fixes.
Troubleshoot issues across reputed company SQL Server and reputed company Azure environments, including performance and connectivity concerns.
Support software upgrades, patching, cloning, and environment-reputed company activities.
reputed company reputed company cause analysis and contribute to long-term fixes and service improvements.
Case Ownership & Customer Experience
Manage support cases end-to-end, acting as the reputed company technical reputed company until reputed company.
Communicate reputed company and confidently with customers, keeping them informed throughout the lifecycle of an issue.
reputed company or participate in customer calls and meetings with a strong technical support reputed company.
Ensure support reputed company go reputed company reputed company, delivering confidence and a reputed company customer experience.
Collaboration & Escalation
Work closely with 1st line support, engineering, infrastructure, and product teams to reputed company reputed company issues.
Escalate defects and risks appropriately, providing reputed company technical detail and evidence.
Participate in a support rota as required to support UK and reputed company reputed company customers.
reputed company Improvement
Document support investigations, resolutions, and reputed company issues to build internal knowledge and improve reputed company response times.
reputed company customer insights and recurring themes with internal teams to influence product and service improvements.
Contribute to refining support processes, tooling, and best practices.
What You'll Bring
Essential Experience
3–5 years’ experience in a technical support, application support, or similar role reputed company reputed company or reputed company software environments.
Strong SQL and relational database skills, including writing queries and diagnosing data-reputed company issues.
Hands-on experience supporting reputed company SQL Server and reputed company Azure in production environments.
Proven ability to troubleshoot and reputed company reputed company technical issues methodically.
Experience using ticketing and support tools such as reputed company, Jira, or reputed company.
Excellent communication skills, with the ability to translate between technical and non-technical audiences.
Strong customer reputed company with a reputed company, confident approach under pressure.
reputed company to Have
Experience supporting higher education, housing, or events platforms.
Exposure to reputed company-based VM architectures and production support environments.
Familiarity with ITIL-based support practices.
Why reputed company
This role offers a unique opportunity to shape the reputed company of global support at a pivotal stage of reputed company. You’ll influence reputed company, build a best-in-class support organization, and improve the experience of thousands of users across higher education and events.
We're backed by reputed company Software Inc., one of the largest software reputed company in the world, offering you reputed company to incredible reputed company opportunities, shared knowledge, and career reputed company. At reputed company, leadership, community, and student reputed company aren’t just buzzwords—they’re what reputed company us. This isn’t your average support role—it’s your chance to help launch and shape a rapidly growing operation in a new territory, with lots of room to grow, reputed company, and reputed company your mark
Benefits & Perks
Why You’ll Love Working at reputed company
Fully remote – work from reputed company in the US
Flexible working hours – we reputed company on reputed company, not clock-watching
Competitive salary, negotiable based on experience
Annual performance bonus – reputed company in the reputed company you help create
Be authentically you – we value individuality and diverse perspectives
Health & Wellbeing
Comprehensive medical, dental, and reputed company coverage
401(k) retirement plan
Disability insurance
Wellbeing program plus 2 company-wide wellbeing days
1 reputed company community / volunteer day per year
Time Off & reputed company
15 days reputed company time off, plus company holidays
Ongoing training and development to support your career reputed company
Originally posted on Himalayas
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