Senior Technical Support Analyst

Founded in 2019 and headquartered in Burnaby, British Columbia, Univerus is a fast-growing enterprise software company specializing in vertical market solutions. With over 300 employees, more than 20 acquisitions, and a global customer base exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government, utilities, construction, manufacturing, health and safety, education, and beyond.

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JOB TITLE:

Senior Technical Support Analyst

POSITION DETAILS:

Salary Range: $80,000-$110,000 per year

Location:

Remote - CAN/USA

This job posting is for a new requirement.

Job Function:

ROLE OVERVIEW:

The Senior Technical Support Analyst is a subject-matter expert responsible for handling advanced, customer escalated issues and giving guidance to Univerus Energy and Water (UEW) customers within data driven applications. This role is responsible for troubleshooting complex issues, supporting end users and administrators, and ensuring the stability and performance of the organization’s software solutions. This role serves as a mentor to junior analysts leading more complex or business critical troubleshooting efforts.

Working closely with customers, internal development teams, product specialists to resolve technical problems and contribute to a successful and smooth customer experience. This role ensures continuous improvement of support practices and product quality.

ORGANIZATIONAL RELATIONSHIP:

The Senior Technical Support Analyst will report to a Director of Customer Service with guidance and expertise from a Lead.

Job Requirement:

KEY RESPONSIBILITIES:

Technical Customer Support and Issue Resolution

Serve as the senior tier of technical support and primary technical point of contact for UEW customers

Resolve advanced tickets by diagnosing and troubleshooting software and database related incidents with log analysis, system configurations, root cause analysis, testing, and deployment assistance

Mentor and train more junior level analysts with exemplary quality

Develop templated scripts or macros for repetitive customer issue troubleshooting

Communicate technical concepts clearly to non-technical and technical users providing guidance for resolution steps

Maintain SLAs and manage support tickets by prioritizing, documenting, and tracking issues effectively

Improve and maintain successful customer experience by delivering great customer satisfaction scores and referenceable customers

Cross Collaboration and Knowledge

Produce documentation for technical support team for onboarding or continuous learning effort

Work closely with development, product, and professional service teams to elevate more advanced support issues

Participate in knowledge sharing sessions

Maintain and contribute to internal and external knowledge bases

Proactively identify common education and customer issues to product and development teams for optimization

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES (KSAs):

Expert analytical and problem-solving skills with the ability to think critically under pressure

Deep understanding of database principles, relational models, and data concepts

Advanced proficiency with MS SQL including query writing and database troubleshooting.

Advanced proficiency with Windows, Virtual Machines, Remote Desktop, Microsoft Office, and VPN

Senior level knowledge of ticketing and other tracking systems (e.g. Dynamics, Zendesk, JIRA, Azure Dev Ops, etc).

Advanced diagnostic skills for analyzing logs, system configurations, error messages, APIs and more

Mentorship skills for more junior team members

Excellent skills in verbal and written communication for interacting with customers in a professional, empathetic, and…