Associate Support Analyst

The Opportunity The Support Services team at Euna Solutions is the front line for public sector organizations that depend on our software every day to run procurement, budgeting, and financial operations for their communities. As an Associate Support Analyst, you'll build deep knowledge of one of Euna's core products and become a trusted resource for the government customers who rely on it. If you want a real entry point into a tech career where your work directly supports the people behind public services, this is the role for you. What You'll Do Own the full support experience for incoming customer inquiries via phone, video, email, and chat, delivering timely and professional resolutions. Troubleshoot and diagnose software issues following established workflows and escalation procedures, growing your independence over time. Build working proficiency in one of Euna's core products to serve as a reliable first point of contact for customers. Document all customer interactions, issues, and resolutions thoroughly in Zendesk to keep the team informed and records accurate. Contribute to internal knowledge base articles, FAQs, and support documentation as your product expertise grows. Collaborate with peers and senior analysts to sharpen troubleshooting approaches and expand your technical skill set. Support coverage during holidays, after-hours incidents, and outages when customers need us most. What You Bring Up to 1 year of experience in a technical support, help desk, or customer-facing role; internships and co-ops count. A genuine customer-first mentality and pride in delivering an outstanding support experience. Strong written and verbal communication skills, with a natural ability to explain technical concepts in plain language. Comfort working in a ticketing system or CRM environment, and familiarity with basic technical concepts like web browsers, connectivity, and general software navigation. Nice-to-Have Qualifications Experience working in Zendesk specifically. Prior exposure to SaaS products or software troubleshooting in a professional setting. Familiarity with public sector or government-facing organizations. What Success Looks LIke Maintain a customer satisfaction (CSAT) score at or above the 94% organizational floor, contributing toward our 96%+ team target. Resolve customer issues within established SLA timelines, escalating appropriately when needed. Demonstrate steady growth in product knowledge and troubleshooting independence within your first 3 months. Growth & Career Path The Associate Support Analyst role is your entry point into Euna’s Support Services organization. As you develop product expertise and sharpen your troubleshooting skills, the natural next step is promotion to Support Analyst (IC2) -from there, career paths branch into product specialization, technical depth, or people management Location This position will be hybrid with 3 days/week in our Oakville, ON office. (Tuesday, Wednesday & Thursday) Compensation Range: $53,000 - $66,300 We believe in openness, so we publish our range from the start. Where an offer will land depends on your background, strengths, and how you'll contribute to the work ahead. This role fills an existing vacancy. Euna uses AI responsibly to assist in screening, assessing, or selecting applicants. AI helps us work smarter, but people lead the process. AI Mindset at Euna Solutions We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We're looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment, not replace, their expertise. If you enjoy exploring new ways to solve problems, learning continuously, and applying AI to make your work smarter and more impactful, you'll thrive here. Life at Euna Solutions We're a team of builders, problem-solvers, and public sector champions. We've built a workplace around a straightforward idea: people do their best work when they're trusted, supported, and not running on empty. Here's what that actually looks like: 🏢 How we work We're hybrid — three days a week in our Oakville or Atlanta offices, with standard hours on those days. What the remaining days look like depends on your role and your manager. We talk about it early in the process so there are no surprises on either side. 🧘 Eunafier Days Twice a year, you get an extra day tacked onto a long weekend. We think recharging is part of doing good work — not a reward for it. Use it however you need. 🙌 Community is part of who we are Our Engagement Committee finds meaningful ways to give back through time, donations, and shared expertise. We're invested in the places where our people actually live and work. 🤝 Philanthropy Time We give every employee up to eight hours a year to spend on causes that matter to them. We want you to show up for your community — and we make time for it. 🎉 Real connection at scale You won't know all 600+ people — and that's okay. What matters is building real relationships with the people you work with every day. Our culture team creates consistent opportunities for that, so work doesn't feel isolating. 📈 Room to grow Whether you're going deep on AI, building expertise in government tech, or stepping into a bigger role, we invest in your development — through budget, mentorship, and real opportunity to move when you're ready. About Euna Solutions Euna Solutions® is the leading provider of purpose-built, cloud-based software designed to streamline procurement, budgeting, payments, and grants management for public sector and government organizations. Euna's AI-powered features and intelligent automation help organizations make better-informed decisions, ensure compliance, empower collaboration, and reduce administrative burden. Euna's full-cycle financial suite supports more than 3,600 organizations across North America in building trust, enabling transparency, and driving positive community impact. Recognized on Government Technology's GovTech 100 list, Euna Solutions is committed to advancing public sector innovation. To learn more, visit www.eunasolutions.com . Euna's privacy policy is available here . Please visit our website: https://eunasolutions.com/careers/ and check out our LinkedIn Pages https://www.linkedin.com/company/eunasolutions/ We believe in embracing new perspectives and optimizing impact. If you have relatable experience and relevant transferable skills but feel you may be missing a few of the requirements, we encourage you to apply! We recognize that people have unique career journeys and if you're excited about this role and know you can bring something great to the team, then we want to hear from you. Please know Euna Solutions is committed to providing a comfortable and accessible interview process for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know. For any inquiries or requests regarding accessibility at Euna Solutions, please email [email protected] or call our office at 1.877.707.7755. Upon request, appropriate accessible formats or arrangements will be provided as soon as practicable.