What is the opportunity? 

Reporting to the Senior Manager, Cloud Support Americas, the Cloud Support Analyst. You will communicate and collaborate on service requests/incidents raised by/for our customers. You will learn and understand how our SaaS services are delivered on the cloud and learn and understand our product from a functional and integration perspective. You will be customer facing and part of a collaborative cross-functional team delivering value to the customer. The role requires a high degree of proactivity while working with our customers. Process adherence, on-time responses, follow-up, and collaborative communication is required to be successful in this role.

Location: Toronto, Ottawa, Vancouver 

What will you do?

• Support and align efforts to meet customer needs as a part of software application support.
• Work with Senior team members to learn, review and assess product capabilities & their integrations.
• Get to the root cause of problems of various levels of complexity ranging over multiple systems.
• Identify repeatable problems and work with the Systems team to propose ways to automate them.
• Prioritize issue resolution according to the impact on the business, delegate support work.
• Facilitate issue resolution also when requiring cross-functional alignment.
• Provide technical solutions and liaise with the product development team during critical production outages
• Manage the remediation tasks following critical outages, to avoid repeat failures
• Understand and be equipped to perform an application deployment in a manual mode.
• Perform acceptance verification on software being deployed into a customer SaaS environment.
• Create and review change management documentation and execute change management procedures. 
• Create and review operational run books and help develop product and customer knowledge base.
• Collate and review data required to support compliance and governance processes.
• Prepare, participate, and present in status, governance meetings with customers.
• Adhere to support process defined for customer services.

What do I need to succeed?

Must have:

• Bachelor’s degree in Computer Science, Engineering, or equivalent experience.
• 3 years of experience working in providing application support or software development or software QA
• Strong experience in databases and able to leverage your strong SQL skills as part of your investigation techniques for issue resolution and fixes.
• Familiarity/experience with:

• process methodologies used in software industry
• ticketing tools such as Zendesk, ServiceNow or Jira.

• Strong, clear, and concise written and verbal communication skills with ability to communicate effectively at all levels of the organization.
• Detailed oriented and excellent problem-solving skills with ability to conceptualize and articulate new approaches and solutions.

Nice to have:

• Certification in Azure
• Familiar with products used by financial institutions in a similar space.
• Knowledge in Java or any other programming languages.
• Experience in automation of repeatable processes.