(Remote) Customer Support Analyst

A division of Harris; NorthStar is seeking a Customer Support Analyst to join our growing support team.

As a successful candidate you will manage and investigate customer support tickets while ensuring timely responses and updates.

You will troubleshoot application issues across web, API, and server environments, analyze configurations, logs, and code where required, and track issues through to resolution or escalation.

You will document solutions and contribute to the internal knowledge base while communicating with customers through chat and ticketing systems.

The role requires strong prioritization skills and the ability to diagnose and resolve technical issues efficiently across multiple system layers.

In this role, you will report to Manager, Customer Success and you will be supported by a great team in providing exceptional, proactive customer service.

NOTE: This is a Monday through Friday 11:00am - 8:00pm eastern position.

Please clearly state on your resume whether you are available to work the required schedule of 11:00 a.m.

to 8:00 p.m.

Eastern Time, Monday through Friday.

Candidates must be able to consistently work these hours to be considered for this position.

This remote role welcomes candidates anywhere in Canada and the US.

Travel is required as needed, approximately 10%.

Candidates must hold a current, valid passport and be legally eligible to travel internationally.

This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Salary: 65K-85K based on experience.

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes.

The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency.

Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:


* Deliver application support for NorthStar web platforms, acting as the primary liaison between clients and internal engineering teams to resolve complex product and system issues.


* Analyze application logs, configuration files, database queries, and code level issues to identify root causes and determine the appropriate resolution or escalation path.


* Document root causes, troubleshooting steps, and resolutions in the client tracking system while contributing to internal knowledge base documentation and best practices.


* Collaborate closely with engineering and product teams to escalate defects, reproduce technical issues, and support long term product improvements.

What we are looking for:


* Experience supporting or developing enterprise web applications in J...