Senior Technical Support Analyst

About Univerus Founded in 2019 and headquartered in Burnaby, British Columbia, Univerus is a fast-growing enterprise software company specializing in vertical market solutions. With over 300 employees, more than 20 acquisitions, and a global customer base exceeding 3,500 organizations, Univerus delivers mission-critical technology across public and private sectors. Our flagship product, Unity ERP, powers operations in local government, utilities, construction, manufacturing, health and safety, education, and beyond.

Learn more at www.univerus.com

Job Title Senior Technical Support Analyst

Position Details Salary Range: $80,000-$110,000 per year

Location: Remote - CAN/USA

This job posting is for a new requirement.

Role Overview The Senior Technical Support Analyst is a subject-matter expert responsible for handling advanced, customer escalated issues and giving guidance to Univerus Energy and Water (UEW) customers within data driven applications. This role is responsible for troubleshooting complex issues, supporting end users and administrators, and ensuring the stability and performance of the organization’s software solutions. This role serves as a mentor to junior analysts leading more complex or business critical troubleshooting efforts. Working closely with customers, internal development teams, product specialists to resolve technical problems and contribute to a successful and smooth customer experience. This role ensures continuous improvement of support practices and product quality.

Organizational Relationship The Senior Technical Support Analyst will report to a Director of Customer Service with guidance and expertise from a Lead.

Key Responsibilities Technical Customer Support and Issue Resolution

• Serve as the senior tier of technical support and primary technical point of contact for UEW customers
• Resolve advanced tickets by diagnosing and troubleshooting software and database related incidents with log analysis, system configurations, root cause analysis, testing, and deployment assistance
• Mentor and train more junior level analysts with exemplary quality
• Develop templated scripts or macros for repetitive customer issue troubleshooting
• Communicate technical concepts clearly to non-technical and technical users providing guidance for resolution steps
• Maintain SLAs and manage support tickets by prioritizing, documenting, and tracking issues effectively
• Improve and maintain successful customer experience by delivering great customer satisfaction scores and referenceable customers

Cross Collaboration and Knowledge

• Produce documentation for technical support team for onboarding or continuous learning effort
• Work closely with development, product, and professional service teams to escalate more advanced support issues
• Participate in knowledge sharing sessions
• Maintain and contribute to internal and external knowledge bases
• Proactively identify common education and customer issues to product and development teams for optimization

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES (KSAs)

• Expert analytical and problem-solving skills with the ability to think critically under pressure
• Deep understanding of database principles, relational models, and data concepts
• Advanced proficiency with MS SQL including query writing and database troubleshooting.
• Advanced proficiency with Windows, Virtual Machines, Remote Desktop, Microsoft Office, and VPN
• Senior level knowledge of ticketing and other tracking systems (e.g. Dynamics, Zendesk, JIRA, Azure DevOps, etc).
• Advanced diagnostic skills for analyzing logs, system configurations, error messages, APIs and more
• Mentorship skills for more junior team members
• Excellent skills in verbal and written communication for interacting with customers in a professional, empathetic, and solutions-oriented manner
• Demonstrated ability to translate technical concepts into customer-friendly explanations
• Knowledge of common deployment processes
• Strong organizational and multitasking skills with the ability to manage multiple tickets simultaneously
• Customer focused mindset and ability to work both independently and in a collaborative team environment

Education And Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field required.
• 5+ years of experience in a technical support, database analyst, database administration, customer support or related role
• Significant hands-on experience with MS SQL is required specifically in a production environment
• Certifications such as MCSE/MCSA, data analytics, or related are a plus
• Experience supporting energy, water, or gas customers strongly preferred

What We Offer

• Health and Dental Coverage
• RRSP/401K
• EFAP
• Generous Paid Time Off
• Flexible Work Environment
• Education Reimbursement Program
• Our Commitment to Diversity, Equity & Inclusion

Univerus is proud to be an equal opportunity employer. We are committed to creating an inclusive and respectful workplace where everyone feels valued, supported, and empowered to contribute fully. We welcome applications from candidates of all backgrounds, abilities, and experiences, including but not limited to Indigenous peoples, racialized persons, women, LGBTQ2S+ individuals, persons with disabilities, and veterans.

If you require accommodation at any stage of the recruitment process, please let us know. We are committed to working with you to ensure your needs are met.

Please note that we may use AI as part of our recruitment and hiring process. While we may incorporate select AI features to enhance process efficiency, we remain committed to human-led decision making. We recognize that AI is not perfect, so all AI-generated outputs are subject to human review to ensure accuracy and fairness. Our goal is to use technology to support, not replace, thoughtful human decision-making in recruitment and hiring.

How to Apply

Ready to join us? Please submit your resume by following the application instructions outlined in this posting.