Technical Support Analyst

TL;DR

Technical Support Analyst: Triaging, investigating, and resolving technical customer support requests for higher education institutions, utilizing software development skills within Millennium’s framework with an accent on SQL, PL/SQL coding, and database-driven systems. Focus on implementing enterprise software customizations, maintaining web-based systems, and building strong client relationships to ensure satisfaction.

Location: Remote from Canada with up to 3 travel engagements per year.

Salary: CAD $75,000–$88,000

Company

hirify.global (MCSL), a Banyan Software portfolio company, is a trusted partner delivering technology solutions to higher education institutions across North America.

What you will do

• Triage, investigate, and manage technical customer support requests to ensure client satisfaction.
• Implement enterprise software customization requests using SQL queries or PL/SQL coding.
• Develop, maintain, and troubleshoot web-based, database-driven systems, emphasizing the database layer.
• Draft professional and effective technical documentation and client communications.
• Build and maintain strong relationships with clients and internal teams.
• Proactively identify opportunities for service improvement and act as a customer advocate.

Requirements

• 3–5 years of professional experience in a client-facing role such as customer success, support, software development, or technical analyst.
• Experience with SQL and Oracle PL/SQL.
• Familiarity with Ellucian Banner.
• Self-motivated and independent problem solver with strong organizational skills.
• Excellent client expectation management and interpersonal communication skills.
• Exceptional written communication skills with keen attention to clarity and tone.

Nice to have

• Experience with Millennium FAST.
• Experience working directly with stakeholders in the University and/or College level higher education space.
• Exposure to ASP.NET and Visual Studio.
• Understanding of on-prem and/or cloud enterprise infrastructures.

Culture & Benefits

• A collaborative and mission-driven work environment.
• Flexibility through a fully remote work model.
• Opportunities to work with leading institutions and make a meaningful impact on higher education.
• Growth potential within a fast-paced and innovative team.