Technical Support Analyst

Join our mission to provide governments with exceptional experiences so they can do the same for their communities! What do we do?💥 We empower governments to deliver exceptional citizen experiences. Check out our ‘About Us’ page for a deep dive into our product and what makes us exceptional. How will you help us make an impact? 👩‍💻👨‍💻 As a Technical Support Analyst, you are a core part of the team that keeps Clariti's customers running. You're a solution-oriented problem-solver who takes real ownership over the cases you carry - investigating thoroughly, communicating clearly, and following through without being asked twice. You know when to dig in independently and when to escalate, and you bring a level of care that makes every customer interaction better than the one before it. Reporting to the Senior Manager, Customer Support, you serve as a primary point of reception for technical issues across Clariti's customer and partner base. You'll contribute to the team's knowledge base, support cross-functional collaboration, and grow your technical depth in a high-accountability environment where your work directly shapes the customer experience. Your time is focused primarily on Technical Support, with increasing involvement in Adoption Support as you grow in the role. Technical Support means owning your case queue with discipline and follow-through. You'll investigate issues, troubleshoot against established runbooks and product knowledge, communicate status clearly to customers, and escalate with full context when needed. You document your work, close the loop, and leave every case in better shape than you found it. Adoption Support means assisting Senior Analysts in executing configuration changes for Premium Support customers. You'll help validate changes, maintain audit documentation, and develop your understanding of customer environments - building toward the judgment and independence the Senior role requires. As a Technical Support Analyst at Clariti, you’ll get to : Case Resolution and Ownership Manage a queue of active support cases from intake to close. Investigate issues thoroughly, apply known troubleshooting patterns, and escalate with full context when a case exceeds your scope. Follow Technical Support SOPs and keep your cases moving without requiring repeated follow-up. Customer Communication Translate technical findings into plain language that customers at any level of sophistication can act on. Set accurate expectations, communicate proactively when issues take time to resolve, and maintain a tone that keeps customers confident throughout the process. Issue Resolution Troubleshoot and resolve technical issues related to Clariti's SaaS products, applying your knowledge of cloud infrastructure, APIs, and system configuration. Know when a problem is within your scope and when it needs to go higher - and make that call with context, not just a hand-off. Documentation Record troubleshooting steps, findings, and resolutions accurately in the CRM. Your documentation should be thorough enough that a peer can pick up where you left off without needing to ask. Knowledge Base Contributions Contribute to knowledge base articles, best practice guides, and team runbooks when you identify patterns or gaps. Foster a culture of continuous learning that improves self-service outcomes for customers. Adoption Support Contribution Assist Senior Analysts with Adoption Support tasks for premium customers - including validating configuration changes, preparing audit documentation, and learning the scope and change-management practices that govern this work. Cross-Functional Collaboration Work closely with Product, Development, QA, and Professional Services to escalate issues, surface trends, and advocate for customer needs. Bring clear reproduction cases and specific context - not just a problem, but what you already know about it. Continuous Learning Stay current on product features, enhancements, and industry developments. Use AI tools to enhance your support workflows - surfacing solutions faster, drafting documentation, and identifying patterns in recurring issues. What do you bring to the team? 🧠 5+ years of experience in a technical support or systems analyst role within a B2B SaaS environment Demonstrated ability to troubleshoot software issues independently and see them through to resolution Solid working knowledge of cloud infrastructure concepts, REST APIs, and SQL - applied in real troubleshooting scenarios, not just familiarity Experience with Salesforce - including administration, configuration, or integration troubleshooting - is a significant advantage, as many of our customers run Salesforce alongside Clariti Clear, professional written and verbal communication - you can explain a technical situation to a non-technical audience without losing precision Strong documentation habits and attention to detail Ability to manage a multi-case queue, prioritize effectively, and follow through without reminders Comfort working in a high-accountability environment where you own your outcomes Ability to recognize when a problem is within your scope versus when it needs escalation - and communicate that boundary professionally Comfort leveraging AI tools to enhance support workflows - whether surfacing solutions, drafting documentation, or identifying recurring patterns Curiosity and a genuine drive to understand how things work and why they break Bonus Points 🎉 Experience supporting government, public sector, or civic technology customers Salesforce administration experience or familiarity with configurable CRM/platform products Experience with SSO, SAML, OAuth, APIs, or browser-based troubleshooting tools Experience supporting enterprise software with customer-specific implementations Familiarity with defect intake workflows, Jira, or software development lifecycles Experience writing or maintaining support documentation or runbooks Experience with database structures and relational data Experience interfacing with implementation partners or third-party service providers What’s in it for you?🫵 We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! * 💰 The base salary range for this role is expected to be between $70,000 - $95,000 CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰 If you have questions about compensation as we move through the process, we’re happy to discuss further. *Benefits depend on employment type (full-time, part-time, contract, etc). Things to Note 📝 Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation. Travel - Although we operate as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year. Additional travel requirements specific to the role, if any, will be outlined in the job description. We're committed to building an inclusive culture where our team members take ownership over projects, tasks, and outcomes; bring a growth mindset to drive continuous learning and self-development; have the ability to communicate courageously in a direct but respectful way; and are customer-focused by keeping the customer at the heart of decision-making. It’s the diversity of our team that helps us make better decisions, by leveraging the diversity in thought & experience across to create impactful solutions as we explore new paths & challenges as we grow. We’re working to create a workplace and team that is as diverse as the communities we serve. We welcome and encourage candidates of all backgrounds to apply. Questions? We are here to help If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to [email protected] and we’ll be happy to support you.