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Provides frontline technical support for software customers by owning tickets, diagnosing functional and configuration issues, documenting resolutions, escalating complex problems, and communicating clearly. The role also delivers software training, maintains knowledge-base content, identifies recurring issues and upsell opportunities, and uses AI tools to improve ticket triage and resolution. This is a fully remote position requiring strong troubleshooting, organization, communication, and customer-service skills.
SUPPORT ANALYST
Fully Remote | Full-Time | Customer Support | Reports to Manager, Support Services |
About the Role
Harris Computer is looking for a driven, tech-savvy Support Analyst to join our growing team. In this role, you'll be the front line of support for our customers — diagnosing technical issues, providing solutions, and ensuring a seamless experience with our software products. You'll report to the Manager, Support Services, and work in a fully remote, fast-paced environment where problem-solving, clear communication, and modern tools, including AI, are part of daily work. If you thrive on solving problems and are passionate about customer success, we want to hear from you.
Why Join Us
- Work fully remote, with a supportive team and manager invested in your growth
- Build deep expertise in mission-critical software used by customers who depend on it every day
- Grow your technical and customer-facing skills, with a clear path to take on more complex, high-impact issues
Core Responsibilities
- Own assigned customer tickets from intake through resolution, including timely responses, clear status updates, and accurate documentation
- Diagnose and resolve functional, configuration, data, and software issues by asking effective questions, reproducing problems, and identifying root causes
- Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and actions already attempted
- Communicate technical information clearly and manage customer expectations throughout the resolution process
- Learn, implement, and deliver training on our software applications to both customers and internal stakeholders
- Create and maintain knowledge-base content, including solutions, procedures, and best practices that improve customer self-service
- Identify recurring issues and product or process gaps, and share trends with the appropriate teams
- Identify and communicate additional revenue or upsell opportunities to the appropriate internal teams
- Collaborate with Support colleagues and cross-functional partners, sharing knowledge and contributing to testing when needed
AI Tools & Proficiency
As part of our commitment to innovation, we expect Support Analysts to use AI tools as a core part of their daily workflow, always validating outputs and following company data and privacy requirements.
Required:
- Demonstrated experience using AI-powered productivity tools (e.g., Microsoft Copilot, ChatGPT, Google Gemini, Claude) to draft communications, summarize issues, or research solutions
- Ability to use AI tools to triage, document, and resolve customer support tickets more efficiently
- Comfort working alongside AI-assisted support platforms, including chatbots and automated ticketing suggestions
Preferred:
- Basic understanding of prompt engineering — crafting clear, effective prompts to get high-quality outputs from AI tools
- Experience contributing to or maintaining an AI-assisted knowledge base
- Familiarity with AI integrations within CRM or helpdesk platforms (e.g., Salesforce Einstein, Zendesk AI)
What we are looking for:
- 2+ years of experience in technical support, software support, or customer service
- BS/BA degree in a related business or technical field, or equivalent industry experience
- Strong troubleshooting and analytical skills, with the discipline to investigate beyond the immediate symptom
- Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users
- Customer-focused, professional, and patient approach, with the ability to build trust and remain composed under pressure
- Strong organization and time-management skills, with the ability to manage multiple priorities independently in a remote environment
- Team player who is willing to share knowledge, seek help, and support team goals
What would make you stand out:
- Experience with local government, municipal finance, taxation, or related public-sector workflows
- Experience with ticketing and work-management platforms such as TeamSupport or Jira
- Working knowledge of SQL, databases, APIs, or reporting tools
- Experience creating knowledge-base articles, technical documentation, or customer training content
Salary range: $50,000 - $55,000 USD per year.
AAP/EEO Statement
Harris Computer is an EEO/AA/Disability/Vets Employer.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
What you need to know about the Ottawa Tech Scene
The capital city of Canada and the nation's fourth-largest urban area, Ottawa has proven a rapidly growing global tech hub. With over 1,800 tech companies, many of which are leaders in their sectors, the city's tech talent now makes up more than 13 percent of its total workforce. This growth is driven not only by the big players like UL Solutions and Dropbox, but also by a thriving startup ecosystem, as new businesses emerge to follow in the footsteps of those that came before them.
