Technical Support Analyst

Role overview

What you will do

• Own and prioritize cases from the incoming ServiceNow queue while managing multiple issues.
• Troubleshoot Tecsys Elite applications and integrations using log analysis, research, and problem recreation.
• Use SQL queries and read Java-based code and stack traces to pinpoint root causes.
• Communicate business impact and case progress to customers; provide workarounds when permanent fixes take time.
• Coordinate escalations involving infrastructure, custom code, or other systems with EBS, Cloud Operations, and BI teams.
• Document solutions in the knowledge base and meet SLA commitments.

What you bring

• A university degree or DEC in computer science, IT, or a related field, or equivalent experience.
• Experience in technical support, help desk, or customer-facing support; recent graduates with internship or co-op experience are encouraged to apply.
• Strong SQL skills and ability to read Java-based code, logs, and stack traces.
• Fluent written and spoken English, strong listening skills, and ability to explain technical issues clearly.
• Logical troubleshooting approach and composure managing multiple cases under pressure.

Schedule

• Availability for a late shift from 4 PM ET to midnight or 5 PM ET to 1 AM ET, or a weekend schedule from 8 AM ET to 8 PM ET on weekends plus two weekdays.
• Schedules are shared in advance.

Workplace

• The role is described as offering remote-first flexibility.

Benefits and culture

• Benefits and vacation are available from day one, along with a pension plan with employer contribution.
• The employer describes employee events, community initiatives, learning opportunities, and collaboration with global teams.