This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Oversee and investigate customer support inquiries

• Ensure prompt responses and updates

• Diagnose application issues across web, API, and server environments

• Examine configurations, logs, database queries, and code to pinpoint root causes

• Monitor issues until resolution or escalation is achieved

• Provide application support for NorthStar web platforms

• Serve as the main point of contact between clients and internal engineering teams

• Record root causes, troubleshooting procedures, solutions, and best practices

• Enhance the internal knowledge base

• Work alongside engineering and product teams to escalate defects, replicate technical issues, and aid in long-term product enhancements

• Report directly to the Manager of Customer Success

• Travel as required, approximately 10%

⛳️ Requirements

• Experience in supporting or developing enterprise web applications in Java or .NET environments

• Must possess experience in the utility industry

• Strong analytical and problem-solving skills

• Proven ability to investigate technical issues across various system layers

• Excellent communication abilities

• Capability to work directly with clients while clearly communicating technical findings

• Must consistently work Monday through Friday, from 11:00 a.m. to 8:00 p.m. Eastern Time

• Must have a current, valid passport

• Must be legally able to travel internationally, including passport-based visa exemption or necessary travel visas for entry into Canada, the United States, and the Caribbean

• Comfortable utilizing AI-enabled technologies, including copilots, chat-based AI assistants, and automation tools, while upholding appropriate judgment, security, and compliance standards