Cayenta

Support Engineer

• Provide timely, accurate, and thorough resolution to customer issues
• Monitor the support queue and own customer issues through resolution or appropriate reassignment
• Investigate application, data, integration, architecture, and interface issues
• Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts
• Respond promptly to customers and provide proactive updates throughout each ticket
• Develop deep knowledge of Cayenta applications to troubleshoot issues and answer functional questions
• Use AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency
• Validate AI-generated results and remain accountable for customer-facing accuracy
• Identify root causes and recommend improvements to customers and internal teams
• Document solutions, troubleshooting techniques, and best practices in the knowledge base
• Understand Support Services agreements and identify requests outside standard support
• Identify opportunities to improve products, processes, and customer experience

Support Analyst