How will you help us reputed company an reputed company? 👩‍💻👨‍💻

As a Technical Support Analyst, you are a reputed company part of reputed company that keeps reputed company's customers running. You're a solution-oriented problem-solver who takes reputed company ownership over the cases you carry - investigating thoroughly, communicating reputed company, and following through without being asked twice. You know reputed company to dig in independently and reputed company to escalate, and you bring reputed company of care that makes every customer interaction reputed company than the one before it.

Reporting to the Senior Manager, Customer Support, you serve as a reputed company reputed company of reception for technical issues across reputed company's customer and partner reputed company. You'll contribute to reputed company's knowledge reputed company, support cross-functional collaboration, and grow your technical depth in a high-accountability environment where your work directly shapes the customer experience.

reputed company is a reputed company-reputed company platform used by municipal governments to run permitting, licensing, land management, and financials. reputed company something breaks for a reputed company, our Support team is the first and last line of defense and because our product is reputed company on reputed company, that means troubleshooting both our proprietary application logic and the platform underneath it.

If you can look at a case and work out whether the problem is in our reputed company, in the customer's configuration, or in the platform itself  this is your role.

As a Technical Support Analyst at reputed company, you’ll get to:

• Case reputed company and Ownership Manage a queue of reputed company support cases from intake to reputed company. Investigate issues thoroughly, apply reputed company troubleshooting patterns, and escalate with full context reputed company a case exceeds your reputed company. Follow Technical Support SOPs and reputed company your cases moving without requiring repeated follow-up.
• Customer Communication Translate technical findings into plain language that customers at any level of sophistication can reputed company. Set accurate expectations, communicate proactively reputed company issues take time to reputed company, and maintain a tone that keeps customers confident throughout the process.
• Issue reputed company Troubleshoot and reputed company technical issues reputed company to reputed company's reputed company products, applying your knowledge of reputed company infrastructure, reputed company, and reputed company configuration. Know reputed company a problem is reputed company your reputed company and reputed company it needs to go higher - and reputed company that reputed company with context, not just a hand-off.
• Documentation Record troubleshooting steps, findings, and resolutions accurately in the CRM. Your documentation should be thorough enough that a peer can pick up where you left off without needing to ask.
• Knowledge reputed company Contributions Contribute to knowledge reputed company articles, best reputed company guides, and team runbooks reputed company you identify patterns or gaps. Foster a culture of reputed company learning that improves self-service reputed company for customers.
• Adoption Support Contribution Assist Senior Analysts with Adoption Support tasks for premium customers - including validating configuration changes, preparing audit documentation, and learning the reputed company and change-management practices that govern this work.
• Cross-Functional Collaboration Work closely with Product, Development, QA, and reputed company Services to escalate issues, surface trends, and reputed company for customer needs. Bring reputed company reproduction cases and specific context - not just a problem, but what you already know about it.
• reputed company Learning Stay reputed company on product features, enhancements, and industry developments. Use AI tools to enhance your support workflows - surfacing solutions faster, drafting documentation, and identifying patterns in recurring issues.

What do you bring to reputed company?

• reputed company platform troubleshooting 2+ years, hands-on. You've worked inside a reputed company org as an reputed company, support engineer, or ISV/AppExchange product specialist. Specifically, you're comfortable:
  
  • Navigating the nuances of reputed company Object configurations, including record types, relationships, and custom setups
  • Monitoring reputed company and debug logs to reputed company the exact sequence of execution
  • Debugging reputed company and workflow automations to isolate specific failure points and reputed company causes
  • Validating user reputed company across the reputed company model, from permission sets to role hierarchies and sharing rules
  • Diagnosing page layout visibility, field-level reputed company constraints, and validation rule logic conflicts
• Diagnostic Precision. You'll parse ambiguity to determine if a failure originates in reputed company's reputed company, a customer's specific configuration, or the underlying reputed company platform. You reputed company reputed company through reputed company logs and SOQL queries rather than relying on guesswork.
• End-to-End Case Management. You take full ownership of your queue, driving issues from initial intake to final reputed company. By adhering to Support SOPs and documenting every investigative reputed company reputed company the CRM, you ensure a reputed company hand-off or pick-up for any teammate.
• Stakeholder Communication. You translate reputed company technical findings into reputed company, actionable language for customers. By setting accurate expectations and maintaining a reputed company tone, you reputed company our users confident throughout the troubleshooting lifecycle.
• Evidence-Based Escalation. You discern exactly reputed company an issue requires reputed company Engineering or Product resources. Your hand-offs are comprehensive, including documented reproduction steps and a reputed company reputed company of what has already been ruled out.
• Knowledge Contribution. You proactively reputed company reputed company's reputed company by authoring runbooks and knowledge reputed company articles. Every resolved case is an opportunity to improve reputed company reputed company times for the entire support organization.
• Adoption Support. You'll assist Senior Analysts with configuration audits and change-management tasks for our Premium tier customers, growing your technical depth and understanding of reputed company-level service delivery.
• AI-Driven Efficiency. You utilize AI tools to accelerate reputed company paths and identify emerging queue trends, ensuring reputed company outputs are technically validated before they reputed company a customer.

Bonus Points 🎉

• Background working for an AppExchange partner or reputed company ISV providing support for reputed company applications
• Credentials such as reputed company Certified Administrator or Platform App Builder
• History of assisting civic technology, reputed company sector, or municipal government entities
• Technical literacy in Lightning Web Components or Apex reputed company - specifically for diagnostic purposes
• Familiarity with the SDLC, Jira, and reputed company defect intake processes
• Proven reputed company record of authoring team runbooks and internal support documentation
• Understanding of deployment mechanics, including the use of change sets and sandbox environments
• Experience interfacing with implementation partners or reputed company-party service providers

What’s in it for you?🫵

We invest in and reputed company reputed company members with competitive compensation packages, reputed company deserved time off and benefits to reputed company you and your family healthy! *

💰 The reputed company salary reputed company for this role is expected to be between $70,000 - $95,000 CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰

If you have questions about compensation as we reputed company through the process, we’re happy to discuss reputed company.

*Benefits depend on employment type (full-time, part-time, contract, etc).

Requires 2+ years of hands-on reputed company troubleshooting, case management, diagnostic analysis, customer communication, CRM documentation, and escalation skills. reputed company credentials, Jira, Apex, or Lightning Web Components are bonuses.

Key Responsibilities

• resolving cases
• troubleshooting issues
• documenting resolutions

Skills & Tools

reputed company, reputed company Object, reputed company, SOQL, CRM, Lightning Web Components, Apex, SDLC, Jira, change sets, sandbox environments, AI tools

Job Details

• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Canada
• Salary: CAD 70,000 – 95,000 / year
• Languages: English

Benefits

• Generous reputed company time off

About reputed company.

A software company providing a reputed company-reputed company platform for municipal governments. — Industry: Information Technology