Support analyst

Job Description Summary

The Aumentum Technologies support team is seeking a Support Analyst to provide application support to customers that will involve answering complex questions on the function and usage of our products. The successful candidate will investigate, manage, track and close client support issues, specifically related to the database and functions of the application(s). They will also be responsible for contributing to a knowledge base, supporting user forums and customer training efforts. You must have the ability to multi-task and see issues through to resolution. You will serve as primary support liaison between the company and the customer. In this role, you will work closely with the Manager, Support Services, and be supported by a great team, in providing exceptional customer service and development support.

Job Description

As a Support Analyst, you will provide application support and expertise to both our customers and internal resources. This will involve answering complex questions, contributing to our knowledge base, and serving as a support liaison between the company and our customers. Working closely with other Support team members and counterparts on the Research and Development team, you will investigate, manage, track, and close client support issues, specifically related to the database and function of the application(s) and escalations. Work directly or indirectly with customers to provide services and help resolve user issues. Includes delivering product training virtually and onsite.

• Investigate, manage, track, and close client support issues, including those related to database functionality and application behavior.
• Assess a variety of software scenarios, reviewing software configuration, setup and existing documentation to identify the correct resolution or escalate according to departmental guidelines.
• Report detailed information within the client tracking system and document processes and routines by following the defined guidelines and team goals and objectives.
• Work closely with other team members, exchanging knowledge through training sessions and meetings, and producing documentation.
• Create and conduct training for customers on functionality and best practices for products, including at user conferences.
• Collaborate with customers and/or our product and engineering teams to document proposed enhancements and determine cause/resolution to software defects.
• Review technical support related processes and documentation for continuous improvement.

What we are looking for:

• 3+ years of experience in a Technical Customer Support role.
• BS/BA degree in related business or technical field, or equivalent industry experience.
• Exceptional customer service and a professional, friendly attitude.
• Strong verbal and written communication skills, with a commitment to professionalism toward both clients and co-workers.
• Excellent problem solving skills: Identification, solution, and execution.
• Team player who is willing to share their knowledge and learn with the team.
• Ability to review, prioritize, and respond to multiple client issues in a fast paced organization.
• Proactive mindset with the ability to anticipate issues and initiate change.
• Must possess professional and friendly attitude and be able to quickly develop a rapport with clients over the phone.
• Teachable: Open and able to learn new processes, technologies, and products.

What would make you stand out:

• Exposure to local government property taxation software and or practices.
• Previous experience with property assessment software or knowledge of the property assessment lifecycle.
• Experience with relational databases and reading / writing T-SQL.
• Experience with the following: Microsoft applications and report query solutions.

Salary range: $60,000 - $70,000 USD per year. At Harris, we believe great people build great software. We offer an environment where employees are empowered to make a real impact, grow their skills, and shape their careers. Our teams enjoy a supportive, award‑winning culture, a casual and collaborative workplace, and opportunities to learn from a diverse group of businesses and industries. We are financially strong and proudly part of Constellation Software Inc. (CSI), the largest software company in Canada, providing long‑term stability alongside entrepreneurial autonomy. In addition to a competitive compensation and benefits package, we offer meaningful perks, flexibility, and—most importantly—a culture that values people, curiosity, and having fun while doing great work.

Follow us on LinkedIn to learn more about our culture, values, and career opportunities. Harris is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Applicants who require a reasonable accommodation due to a disability may contact us by email at HarrisTalentAcquisition@harriscomputer.com. Accommodation requests may be made at any time. This email address is dedicated solely to accommodation requests and cannot be used to inquire about application status.

Know Your Rights Poster EO 13496: Notification of Employee Rights under Federal Labor Laws Our commitment to fair and equitable hiring. As part of our recruitment process, we use artificial intelligence (AI) tools during the initial screening phase to help identify candidates whose qualifications most closely align with the requirements of the role. This technology supports efficiency and consistency in the early stages, but it never replaces human judgement. All subsequent evaluations and final hiring decisions are made by our recruitment professionals. AI does not make final hiring decisions.