(Remote) Customer Support Analyst

Job summary

Manage and investigate customer support tickets by troubleshooting application issues across web, API, and server environments. Collaborate with engineering teams to resolve complex product defects and contribute to the internal knowledge base.

Job details

A division of Harris; NorthStar is seeking a Customer Support Analyst to join our growing support team. As a successful candidate you will manage and investigate customer support tickets while ensuring timely responses and updates. You will troubleshoot application issues across web, API, and server environments, analyze configurations, logs, and code where required, and track issues through to resolution or escalation. You will document solutions and contribute to the internal knowledge base while communicating with customers through chat and ticketing systems. The role requires strong prioritization skills and the ability to diagnose and resolve technical issues efficiently across multiple system layers. In this role, you will report to Manager, Customer Success and you will be supported by a great team in providing exceptional, proactive customer service. NOTE: This is a Monday through Friday 11:00am - 8:00pm eastern position. Please clearly state on your resume whether you are available to work the required schedule of 11:00 a.m. to 8:00 p.m. Eastern Time, Monday through Friday. Candidates must be able to consistently work these hours to be considered for this position. This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 10%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean. Salary: 65K-85K based on experience. AI & Innovation Mindset We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. 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. What Your Impact Will Be 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. What We Are Looking For 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. What We Can Offer 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 and more! About Harris Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. (“CSI”, symbol CSU on the TSX), Harris has become the cornerstone for CSI’s investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment – both in the people and products that we offer and making investments in acquiring new businesses. About Northstar NorthStar Utilities Solutions is a unique company that has served the utility community in North America and the Caribbean for 50 years. Our team members have enabled us to have continuous growth and innovation. We pride ourselves on delivering impressive customer service and standing apart as an industry leader. We are looking for people who are avid problem solvers, crave challenges, embrace technology and grasp complex ideas. Click here to learn more about NorthStar Utilities Solutions.

What you’ll do

Manage and investigate customer support tickets by troubleshooting application issues across web, API, and server environments. Collaborate with engineering teams to resolve complex product defects and contribute to the internal knowledge base.

Requirements

Requires experience supporting enterprise web applications in Java or .NET environments and mandatory experience in the utility industry. Candidates must be able to work a specific shift from 11:00 am to 8:00 pm Eastern Time and possess a valid passport for international travel.

Benefits

• 3 weeks' vacation • 5 personal days • Medical benefits • Dental benefits • Vision benefits • Employee stock ownership • RRSP/401k matching programs • Lifestyle rewards • Remote work

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Troubleshooting · Preferred
• Root Cause Analysis · Preferred
• .NET · Preferred
• Java · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Application Support
• Troubleshooting
• Java
• .NET
• API Analysis
• Log Analysis
• Database Queries
• Technical Documentation
• Customer Service
• Root Cause Analysis
• AI Tool Adoption
• Utility Industry Knowledge

Job areas

• Customer Service & Support
• Software
• Technology
• Energy
• Engineering