Application Support Analyst - EAM

Job description

Accountabilities: Serve as the primary technical support liaison for customers, providing responsive and professional assistance with application functionality, usage, and technical issues. Investigate, reproduce, test, troubleshoot, and resolve complex issues involving databases, system configurations, application functionality, and business enhancements. Manage support cases from intake through resolution, prioritizing competing requests according to service metrics and keeping customers informed about progress and expected resolution timelines. Collaborate with development and internal technical teams when issues require escalation, ensuring effective communication and timely resolution. Install and support application upgrades, updates, patches, and releases, including occasional after-hours implementation work. Conduct follow-up testing and troubleshooting to validate fixes and ensure stable application performance. Create and maintain bug reports, FAQs, knowledge-base articles, training materials, instructional webinars, and videos to improve customer self-service and internal knowledge sharing. Provide after-hours on-call support as part of the team’s annual rotation. Maintain a professional, service-oriented customer experience while identifying opportunities to improve support processes and technical operations. Participate in ongoing training and professional development initiatives to strengthen technical expertise and application knowledge. Requirements: Bachelor’s degree or diploma in Information Technology, Computer Science, or a related discipline, or equivalent professional experience. 1–2 years of experience in customer-facing technical application support, with enterprise-level technical support experience considered an asset. Strong analytical, diagnostic, and troubleshooting abilities, with the capacity to investigate complex technical problems methodically and determine appropriate solutions. Experience working with Windows Server environments and/or VMware, ideally with 2+ years of relevant experience. Knowledge of databases such as MS SQL or Oracle, including the ability to write basic SQL queries. Familiarity with Crystal Reports or comparable ad hoc reporting tools is an advantage. Understanding of network infrastructure concepts such as DMZ, WAN/LAN, and ODBC is considered an asset. Previous experience in the public transit industry and familiarity with enterprise asset management software are advantageous. Excellent written and verbal communication skills, with the ability to explain technical information clearly to both technical and non-technical audiences. Highly organized, self-directed, results-oriented, and collaborative, with the ability to manage multiple priorities and work independently. Comfortable handling high-pressure situations with urgency, while maintaining accuracy, professionalism, and a strong customer-service mindset. Willingness to occasionally travel for customer meetings or onsite support and participate in an after-hours on-call rotation. Benefits: Competitive salary: CAD $70,000–$80,000 annually. Remote work: Fully remote position available across Canada. Professional development: Ongoing training and opportunities to expand technical knowledge and responsibilities. Career growth: Opportunities to collaborate across teams, develop new skills, and progress within the organization. Meaningful work: Support technology that helps public transit organizations operate more effectively and serve their communities. Flexible technical exposure: Experience across enterprise applications, databases, infrastructure, reporting, upgrades, and customer support. Team environment: Collaborative culture with opportunities to contribute ideas and work closely with technical and customer-facing teams. Work schedule: Regular Monday–Friday coverage from 8:00 a.m. to 5:00 p.m. Central Time, with participation in an on-call rotation. How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. #LI-CL1 This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Application Support Analyst - EAM based in Canada. This is an opportunity to join a technical support function focused on enterprise asset management applications used by public transit customers.You will act as a key point of contact for clients, investigating complex application, database, and configuration issues from initial report through resolution.The role combines hands-on troubleshooting, customer communication, application maintenance, and collaboration with development teams.You will also support software upgrades, releases, patches, testing, and the continuous improvement of technical documentation and knowledge resources.Success in this position requires strong analytical thinking, organization, and a customer-first approach in a fast-paced support environment.The role is fully remote in Canada, with occasional travel for meetings or onsite customer support.You will work regular Central Time hours and participate in an on-call rotation to ensure reliable customer support when needed.