Technical Support Analyst

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.

Clariti is a Salesforce-native platform used by municipal governments to run permitting, licensing, land management, and financials. When something breaks for a city, our Support team is the first and last line of defense and because our product is built on Salesforce, that means troubleshooting both our proprietary application logic and the platform underneath it.

If you can look at a case and work out whether the problem is in our code, in the customer's configuration, or in the platform itself  this is your role.

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?

• Salesforce platform troubleshooting 2+ years, hands-on. You've worked inside a Salesforce org as an admin, support engineer, or ISV/AppExchange product specialist. Specifically, you're comfortable:
  
  • Navigating the nuances of Salesforce Object configurations, including record types, relationships, and custom setups
  • Monitoring system and debug logs to pinpoint the exact sequence of execution
  • Debugging Flow and workflow automations to isolate specific failure points and root causes
  • Validating user access across the security model, from permission sets to role hierarchies and sharing rules
  • Diagnosing page layout visibility, field-level security constraints, and validation rule logic conflicts
• Diagnostic Precision. You'll parse ambiguity to determine if a failure originates in Clariti's code, a customer's specific configuration, or the underlying Salesforce platform. You provide proof through system logs and SOQL queries rather than relying on guesswork.
• End-to-End Case Management. You take full ownership of your queue, driving issues from initial intake to final resolution. By adhering to Support SOPs and documenting every investigative step within the CRM, you ensure a seamless hand-off or pick-up for any teammate.
• Stakeholder Communication. You translate complex technical findings into clear, actionable language for customers. By setting accurate expectations and maintaining a professional tone, you keep our users confident throughout the troubleshooting lifecycle.
• Evidence-Based Escalation. You discern exactly when an issue requires specialized Engineering or Product resources. Your hand-offs are comprehensive, including documented reproduction steps and a clear summary of what has already been ruled out.
• Knowledge Contribution. You proactively scale the team's impact by authoring runbooks and knowledge base articles. Every resolved case is an opportunity to improve future resolution times for the entire support organization.
• Adoption Support. You'll assist Senior Analysts with configuration audits and change-management tasks for our Premium tier customers, growing your technical depth and understanding of enterprise-level service delivery.
• AI-Driven Efficiency. You utilize AI tools to accelerate resolution paths and identify emerging queue trends, ensuring all outputs are technically validated before they reach a customer.

Bonus Points 🎉

• Background working for an AppExchange partner or Salesforce ISV providing support for native applications
• Credentials such as Salesforce Certified Administrator or Platform App Builder
• History of assisting civic technology, public sector, or municipal government entities
• Technical literacy in Lightning Web Components or Apex code - specifically for diagnostic purposes
• Familiarity with the SDLC, Jira, and structured defect intake processes
• Proven track record of authoring team runbooks and internal support documentation
• Understanding of deployment mechanics, including the use of change sets and sandbox environments
• 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).