Customer Support Analyst – Remote (US & Canada)

About the role

Harris Computer is seeking a Customer Support Analyst to join its NorthStar Utilities Solutions team. The remote position focuses on delivering technical support, conducting root‑cause investigations, and resolving complex web‑application, API, and server‑side issues for enterprise utility clients.

Key responsibilities

• Manage and investigate incoming technical support tickets, providing timely updates and ensuring resolutions.
• Troubleshoot enterprise web applications, API integrations, and server environments to restore functionality.
• Inspect application logs, configuration files, and database queries to diagnose root causes of incidents.
• Replicate technical issues together with engineering and product teams to support core platform fixes.
• Author detailed troubleshooting guides and technical resolution notes for the internal knowledge base.

Required profile

• Proven experience supporting or developing enterprise web applications built in Java or .NET environments, with mandatory utility‑industry background.
• Strong analytical problem‑solving abilities, effective technical communication, and capacity to manage ticket queues during US Eastern business hours.
• Valid passport and eligibility for international travel, as the role may require occasional onsite visits.

Required skills

• Java
• .NET
• API troubleshooting
• Server log analysis
• SQL query writing
• Ticketing system usage