Support Analyst

Harris Computer

. Investigate, manage, track, and close client support issues across the DataVoice product line.

Posted 11/12/2026full-timeRemote • United States, CanadaJuniorMid-Level💰 $45,000 - $70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in customer support and technical troubleshooting, particularly within GIS applications and data integration. Proficient in managing support tickets, documenting processes, and collaborating with internal teams to resolve client issues effectively.

Highest-signal resume keywords

GIS Application SupportCustomer Support ExperienceTroubleshooting SkillsRelational Database KnowledgeTechnical Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

GISData IntegrationPostgreSQLSQLLinuxBasic ScriptingSoftware SupportTechnical SupportTroubleshootingCustomer Workflows

Soft Skills

Strong Communication SkillsInterpersonal SkillsAttention to DetailOrganizational SkillsProblem-Solving Skills

Tools & Technologies

Esri ArcGISTicketing ToolsAI-Enabled TechnologiesAutomation Tools

Certifications & Qualifications

Technical CertificationValid Driver's LicenseCurrent Valid Passport

Industry Keywords

Utility IndustryCustomer Information SystemIVROutage Management

Tech Stack

Tools & technologies

LinuxPostGISPostgresSQL

About the role

Key responsibilities & impact

Investigate, manage, track, and close client support issues across the DataVoice product line.
Respond to customer support requests in a timely, professional, and customer-focused manner.
Troubleshoot software, application, data, integration, and basic system-related issues.
Resolve issues involving DataVoice mapping, GIS, database functions, and customer GIS/CIS data integration.
Document customer issues, troubleshooting steps, communications, and resolutions in the ticketing system.
Monitor assigned tickets and follow up to support timely progression and resolution.
Escalate complex or customer-sensitive issues to senior team members, leadership, or technical teams.
Communicate issue status, next steps, expected follow-up, and resolution progress to customers.
Partner with internal teams to investigate issues, gather technical details, and support problem resolution.
Assist with maintenance, upgrades, testing, and operational support activities.
Identify customer-impacting issues, recurring problems, documentation gaps, and process concerns.
Maintain support documentation, knowledge base content, standard procedures, and internal notes.
Build knowledge of DataVoice products, customer workflows, system configurations, GIS applications, support tools, and troubleshooting practices.
Participate in on-call or after-hours support coverage.
Potential opportunity to grow into advanced GIS data integration and consulting work.

Requirements

What you’ll need

Associate's degree, technical certification, or equivalent professional experience in Information Technology, Computer Science, Computer Engineering, GIS, Business, customer support, or a related field.
2+ years of experience in customer service, help desk, technical support, software support, or a related role.
Strong communication and interpersonal skills with a customer-focused approach.
Basic troubleshooting and problem-solving skills, with a willingness to learn technical concepts, customer workflows, and support processes.
Ability to stay organized, manage assigned tickets, and balance multiple tasks in a fast-paced environment.
Attention to detail and ability to document technical information clearly and accurately.
Basic computer proficiency and comfort learning new software systems, ticketing tools, and internal support resources.
Ability to work collaboratively with customers, support team members, and internal departments.
Willingness to escalate issues appropriately and seek guidance when additional technical expertise is needed.
Must have a valid driver’s license with a clean driving record.
Candidates must hold a current, valid passport and be legally eligible to travel internationally, including required visa eligibility for Canada, the United States, and the Caribbean.
Ability to work in CST/CDT timezone and provide some on-call or after-hours support coverage.
Bachelor's degree or coursework in GIS, Computer Science, Computer Engineering, or a related technical field (standout qualification).
Experience with GIS platforms and spatial data, such as Esri ArcGIS or PostGIS (standout qualification).
Experience in the utility industry, or familiarity with IVR, outage management, or customer information system (CIS) workflows (standout qualification).
Working knowledge of relational databases, such as PostgreSQL, and SQL (standout qualification).
Experience with Linux and basic scripting (standout qualification).
Comfort using AI-enabled technologies, including copilots, chat-based AI assistants, and automation tools, while maintaining appropriate judgment, security, and compliance standards.

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!