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Technical Support Analyst

1 day, 10 hours ago
Canada
Senior
Technical Support Engineer
Customer and Technical Support
CRM JIRA OAuth REST API Salesforce SAML SQL
Apply Now
Clariti

Clariti

Clariti provides cloud-based government permitting and licensing software that streamlines operations, cuts processing times by 75%, and ensures remarkable results in digital transformation and regulatory compliance.

Internet Software & Services
51-250
Founded 1985
$1M raised
View All Jobs 7

Description

  • Manage an active queue of technical support cases from intake through resolution.
  • Investigate and troubleshoot issues using runbooks, product knowledge, cloud infrastructure, APIs, and system configuration.
  • Communicate progress, expectations, and resolutions clearly to customers in plain language.
  • Escalate issues with complete context when they exceed scope or require higher-level support.
  • Document troubleshooting steps, findings, and resolutions accurately in the CRM.
  • Contribute to knowledge base articles, best practice guides, and team runbooks.
  • Assist Senior Analysts with adoption support tasks for premium customers, including configuration validation and audit documentation.
  • Collaborate with Product, Development, QA, and Professional Services to surface trends and advocate for customer needs.
  • Use AI tools to improve support workflows, documentation, and issue pattern recognition.
  • Stay current on product updates, enhancements, and relevant industry developments.

Requirements

  • 5+ years of experience in a technical support or systems analyst role within a B2B SaaS environment.
  • Demonstrated ability to troubleshoot software issues independently through to resolution.
  • Solid working knowledge of cloud infrastructure concepts, REST APIs, and SQL in real troubleshooting scenarios.
  • Experience with Salesforce administration, configuration, or integration troubleshooting is a significant advantage.
  • Clear, professional written and verbal communication skills for non-technical audiences.
  • Strong documentation habits and attention to detail.
  • Ability to manage a multi-case queue, prioritize effectively, and follow through without reminders.
  • Comfort working in a high-accountability environment and owning outcomes.
  • Ability to judge when to escalate issues and communicate boundaries professionally.
  • Comfort using AI tools to enhance support workflows.
  • Curiosity and a genuine drive to understand how systems work and why they fail.
  • Experience supporting government, public sector, or civic technology customers (bonus).
  • Experience with SSO, SAML, OAuth, APIs, or browser-based troubleshooting tools (bonus).
  • Experience supporting enterprise software with customer-specific implementations (bonus).
  • Familiarity with defect intake workflows, Jira, or software development lifecycles (bonus).
  • Experience writing or maintaining support documentation or runbooks (bonus).
  • Experience with database structures and relational data (bonus).
  • Experience interfacing with implementation partners or third-party service providers (bonus).

Benefits

  • Base salary range of $70,000–$95,000 CAD, depending on skills, experience, and qualifications.
  • Competitive compensation package.
  • Well-deserved time off.
  • Benefits to keep you and your family healthy.
  • Remote work with occasional travel for in-person company-wide or departmental meetings, typically 1–2 times per year.
  • Accommodation support during the hiring process, if needed.

Interested in this position?

Apply directly on the company website

Apply Now

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