(Remote) Customer Support Analyst

About the role

A division of Harris; NorthStar is seeking a Customer Support Analyst to join our growing support team. As a successful candidate you will manage and investigate customer support tickets while ensuring timely responses and updates. You will troubleshoot application issues across web, API, and server environments, analyze configurations, logs, and code where required, and track issues through to resolution or escalation. You will document solutions and contribute to the internal knowledge base while communicating with customers through chat and ticketing systems. The role requires strong prioritization skills and the ability to diagnose and resolve technical issues efficiently across multiple system layers. In this role, you will report to the Manager, Customer Success and you will be supported by a great team in providing exceptional, proactive customer service.

Responsibilities

• Manage and investigate customer support tickets while ensuring timely responses and updates.
• Troubleshoot application issues across web, API, and server environments.
• Analyze configurations, logs, and code where required.
• Track issues through to resolution or escalation.
• Document solutions and contribute to the internal knowledge base.
• Communicate with customers through chat and ticketing systems.
• Deliver application support for NorthStar web platforms, acting 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 identify root causes and determine the appropriate resolution or escalation path.
• Document root causes, troubleshooting steps, and resolutions in the client tracking system while contributing to internal knowledge base documentation and best practices.
• 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