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 troubleshooting software and GIS applications, managing customer support issues, and maintaining detailed documentation. Proficient in relational databases and capable of collaborating effectively with internal teams and customers.

Highest-signal resume keywords

GIS Application SupportCustomer Support ExperienceTroubleshooting SkillsRelational Database KnowledgeTechnical Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

GISPostGISEsri ArcGISSQLPostgreSQLLinuxBasic ScriptingTechnical SupportSoftware SupportData Integration

Soft Skills

Strong Communication SkillsInterpersonal SkillsAttention to DetailOrganizational SkillsProblem-Solving Skills

Tools & Technologies

Ticketing ToolsDataVoice ProductsKnowledge Base SystemsCustomer Information Systems

Certifications & Qualifications

Technical CertificationValid Driver's LicenseCurrent Passport

Industry Keywords

Utility IndustryCustomer Information System (CIS)IVROutage ManagementSpatial Data

Tech Stack

Tools & technologies

LinuxPostGISPostgresSQL

About the role

Key responsibilities & impact

Investigate, manage, track, and close client support issues across the DataVoice product line
Troubleshoot software, application, data, integration, and basic system-related issues
Resolve issues involving 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 internal 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 other operational support activities
Identify customer-impacting issues, recurring problems, documentation gaps, and process concerns
Maintain and update 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

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
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
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 is a stand-out qualification
Experience with GIS platforms and spatial data, such as Esri ArcGIS or PostGIS
Experience in the utility industry, or familiarity with IVR, outage management, or customer information system (CIS) workflows
Working knowledge of relational databases such as PostgreSQL and SQL
Experience with Linux and basic scripting

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!