Support Analyst (AI)

Location: Remote within Canada or the United States. Approximately 10% travel is required. Candidates must hold a valid passport and be legally eligible for international travel to Canada, the United States, and the Caribbean.

Salary: 60K–75K USD annually

Company

hirify.global provides mission-critical enterprise software for public-sector organizations, while Cayenta delivers enterprise resource management solutions for local government, utility, and financial customers.

What you will do

• Resolve customer issues across application functionality, data, integrations, environments, databases, and communications.
• Monitor the support queue, take ownership of tickets, and provide timely updates through resolution or reassignment.
• Investigate application, data, integration, architecture, and interface issues using documentation, testing environments, teammates, and AI-enabled tools.
• Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and other analysts on complex problems.
• Identify root causes and recommend product, process, and customer-experience improvements.
• Document troubleshooting techniques, solutions, and best practices for the team knowledge base.

Requirements

• Experience in customer support or technical support.
• Experience writing and troubleshooting SQL queries.
• Experience supporting Customer Information Systems or other enterprise software applications.
• Familiarity with relational databases, data analysis, application configuration, integrations, and data troubleshooting.
• Clear communication with technical and non-technical audiences, strong analytical skills, and the ability to manage multiple initiatives.
• Ability to work remotely from Canada or the United States and travel internationally as required.

Nice to have

• Degree or technical diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field.
• Experience reading application logs, troubleshooting interfaces, or analyzing system behavior.
• Experience using ChatGPT, Claude, Microsoft Copilot, or similar AI tools responsibly for research, troubleshooting, analysis, documentation, or productivity.
• Utility industry experience or experience delivering software support and technical services.

Culture & Benefits

• Remote work with a focus on continuous learning, knowledge sharing, and responsible adoption of AI.
• Three weeks of vacation and five personal days.
• Medical, dental, and vision benefits from the first day of employment.
• Employee stock ownership and RRSP/401(k) matching programs.
• Lifestyle rewards.