Support Analyst

Cayenta

Support Analyst resolving complex utility software issues for Cayenta, an enterprise resource management provider. Troubleshooting applications, SQL, data, integrations, and customer support cases.

Posted 8/21/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 $60,000 - $75,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within the utility industry, utilizing strong analytical skills and proficiency in SQL to troubleshoot and resolve issues effectively. Capable of leveraging AI-enabled tools to enhance problem-solving and improve customer experience.

Highest-signal resume keywords

Utility Industry ExperienceCustomer Support ExperienceSQL Query TroubleshootingAI-Enabled Tools ProficiencyAnalytical Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQL Query WritingData AnalysisApplication TroubleshootingIntegration SupportApplication Configuration

Soft Skills

Excellent Communication SkillsTrust BuildingAdaptabilitySelf-MotivationCollaboration

Tools & Technologies

Cayenta ApplicationsCustomer Information SystemsAI ToolsMicrosoft CopilotChatGPT

Certifications & Qualifications

University Degree in Computer ScienceTechnical College Diploma in Software Engineering

Industry Keywords

Support Services AgreementsTroubleshooting TechniquesKnowledge Base DocumentationRoot Cause AnalysisCustomer Experience Improvement

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Utility industry experience is required
Current, valid passport
Legally eligible to travel internationally, including passport-based visa exemption or required travel visas for entry into Canada, the United States, and the Caribbean
Experience working in a customer support or technical support environment
Excellent communication skills with the ability to build trust and manage customer expectations
Strong analytical and problem-solving skills
Ability to prioritize and manage multiple initiatives simultaneously
Self-motivated, adaptable, and able to work independently and collaboratively
Demonstrated willingness to learn and adopt emerging technologies, including AI-enabled tools
Experience writing and troubleshooting SQL queries
Experience supporting Customer Information Systems (CIS) or other enterprise software applications
Familiarity with relational databases and data analysis
Understanding of software support concepts, including application configuration, integrations, and data troubleshooting
Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset
Experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms is an asset
University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field is an asset

Benefits

Comp & perks

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!