Application Support Analyst - EAM

Job Summary The Application Support Analyst will support all EAM applications for Trapeze customers, working with both clients and internal teams to investigate and resolve issues. Job Description Act as the primary support liaison between Trapeze and its clients. Deliver technical application support by addressing complex inquiries regarding product functionality and usage. Investigate, manage, track, and resolve customer support issues related to database operations and application functionality, coordinating with the Development team when needed. Responsible for executing application upgrades for clients and contributing to the organizational knowledge base. This position may occasionally require travel for meetings and onsite client support. This role requires availability to work from 8:00 a.m. to 5:00 p.m. CT, Monday through Friday, as well as participation in on-call duties throughout the year. Position : Application Support Analyst Job Profile : Individual Contributor Compensation Range Minimum Rate: $ 70,000.00 CAD Maximum Rate : $ 80,000.00 CAD Business Unit: Enterprise Asset Management Location: Remote, Canada Current Vacancy: Yes This Job Posting is for a current vacancy within our organization. AI tools will not be used at any stage of the screening, assessing or selection process. Should you be interviewed for this role, you will be notified within 45 days of the status of your application. Responsibilities Troubleshoot and resolve databases, system configuration, product functionality, and business enhancement issues. Investigate, replicate, test, and resolve client issues promptly. Create bug reports, FAQs, and knowledge base articles collaborating with team members. Inform customers about problem resolution timelines. Conduct follow-up testing and troubleshooting. Install upgrades/updates/patches/releases (some may require off-hours work). Address customer issues with effective listening, positive actions, information gathering, or ticket escalation. Prioritize and balance competing issues according to Assigned Metrics. Maintain a professional and service-oriented company image. Provide after-hours on-call support. Conduct instructional webinars and training videos. Participate in continued improvement training quarterly/annually. Qualifications Preferred qualifications: Previous transit industry experience and EAM software knowledge, especially Trapeze EAM. Enterprise-level technical support experience. Database knowledge (MS SQL or Oracle), and basic SQL query writing. Experience with Crystal Reports or similar ad hoc reporting tools. Network infrastructure knowledge (DMZ, WAN/LAN, ODBC). Skills Required Bachelor's degree or Diploma in information technology or equivalent experience. Strong analytical skills and troubleshooting experience. Effective written and verbal communication. Results-oriented, collaborative, self-motivated. Highly organized, assertive, self-directed. Ability to handle high-pressure situations with urgency. 1-2 years in customer technical application support. 2+ years with Windows Server (2012/2014/2016/2019) and/or VMware. Worker Type Regular Number Of Openings Available 1

The Application Support Analyst will act as the primary support liaison between Trapeze and its clients, delivering technical application support and resolving complex inquiries. Responsibilities include troubleshooting issues, managing customer support, and executing application upgrades.

Candidates should have a bachelor's degree or diploma in information technology and 1-2 years of experience in customer technical application support. Preferred qualifications include knowledge of EAM software, database knowledge, and experience with network infrastructure.

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Application Support
• Technical Support
• Database Operations
• SQL
• Crystal Reports
• Network Infrastructure
• Troubleshooting
• Analytical Skills
• Communication
• Customer Service
• Windows Server
• VMware
• EAM Software
• Problem Resolution
• Training
• Webinars

• Technology
• Customer Service & Support
• Software
• Data & Analytics
• Engineering

Minimum education

Bachelor’s degree

Minimum experience

0+ years

Apply by

Aug 7, 2026

Posting language

English

Working hours

40 hours per week

Seniority

Entry level