(Remote) Customer Support Analyst

About the role

NorthStar, a division of Harris, is seeking a Customer Support Analyst to join its growing support team. In this role you will report to the Manager, Customer Success and work with a supportive team to provide exceptional, proactive customer service. The position is remote (open to candidates anywhere in Canada and the US) with approximately 10% travel required; a current, valid passport and eligibility to travel internationally (Canada, the United States, and the Caribbean) are necessary.

Responsibilities

• Manage and investigate customer support tickets, ensuring timely responses and updates.
• Troubleshoot application issues across web, API, and server environments.
• Analyze configurations, logs, and code to identify root causes.
• Track issues through to resolution or escalation.
• Document solutions and contribute to the internal knowledge base.
• Communicate with customers via chat and ticketing systems.
• Prioritize work effectively and diagnose/resolve technical issues across multiple system layers.
• Act as the primary liaison between clients and internal engineering teams to resolve complex product and system issues.
• Analyze application logs, configuration files, database queries, and code‑level issues to determine appropriate resolution or escalation path.
• Collaborate closely with engineering and product teams to escalate defects, reproduce technical issues, and support long‑term product improvements.

Requirements

• Experience supporting or developing enterprise web applications in Java or .NET environments.
• Must have utility industry experience.
• Strong analytical and problem‑solving abilities with a demonstrated ability to investigate technical issues across multiple system layers.
• Excellent communication skills and ability to work directly with clients while translating technical findings clearly.
• Demonstrates an AI & Innovation mindset: curiosity, willingness to adopt and leverage AI tools (copilots, chat‑based AI assistants, automation) to improve workflows while maintaining judgment, security, and compliance.

Skills

• Java and/or .NET development/support.
• Web application troubleshooting (web, API, server layers).
• Log and configuration file analysis.
• Database query review.
• Code‑level issue investigation.
• Ticketing and chat‑based customer communication tools.
• Prioritization and