Technical Support Analyst (TSA)

Would you enjoy deploying mission-critical enterprise software and collaborating with global customers? Join our growing, fast-paced team, where you'll play a key role in delivering deployment excellence, solving real-world infrastructure challenges, and learning from experienced professionals in a supportive environment.

About the role

We are seeking a reliable and meticulous IntermediateTechnical Support Analyst to join our Deployment and Support Team. This hybrid role combines customer support, technical deployment, and operational site reliability. You will collaborate closely with enterprise clients, internal stakeholders, and our SaaS platform team to coordinate software deployments, manage hosted environments, and troubleshoot complex issues. If you excel in a dynamic, client-facing position and enjoy solving problems across infrastructure and software layers, this role is for you.

Hours and location

Our team works 100% remotely with a high level of daily team interaction and occasional in person meet-ups in the Greater Toronto Area. Future plans around location are still open. Our primary focus is the wellness of our team and their families.

This role requires proximity to the Greater Toronto Area. Involves some flexibility in hours combined with occasional morning, evening, or weekend availability for scheduled deployments or critical issues.

Compensation

This is a permanent full-time position (40 hours/week), with an annual salary (based on experience) plus bonus. Shared medical, dental, wellness, and insurance benefits.

As a Technical Support Analyst, you will

- Plan, coordinate, and execute new installations or software upgrades for customers, including downtime scheduling, environment readiness checks, and communication with all stakeholders.

- Provide clear, timely updates to customers on ticket status, product issues, and deployment progress, managing expectations and ensuring satisfaction.

- Assist customer IT teams during deployments, offering guidance, knowledge transfer, and post-install support.

- Maintain operational health check of hosted environment (SaaS) using monitoring and alert tools, and proactively detect issues related to availability, performance, or capacity.

- Create and maintain support documentation, deployment checklists, internal knowledge base articles, and contribute to support videos and FAQs.

- Identify inefficiencies in the deployment process and contribute automation scripts and process enhancements to improve scalability and speed.

- Develop a thorough understanding of customer business processes, infrastructure, and software usage patterns to provide customized and efficient support.

- Respond to customer support inquiries and communicate critical issues to the Customer Success Management team following support escalation processes.

- Troubleshoot customer-reported software issues in both hosted and on-premise environments, working directly with clients to gather context and confirm resolution.

- Collaborate with internal stakeholders (Sales, Product Owners, Developers, QA, Customer Success Manager, Implementation and Support) to resolve complex or escalated support and deployment issues.

- Perform thorough triage before escalation — analyze logs, reproduce problems, and isolate root causes — for both support and deployment-related issues.

- Participate in support and deployment process reviews, offering recommendations to improve workflows, product quality, and service delivery.

- Participate in customer onboarding, including validating environments, managing pre-deployment requirements, and preparing before go-live.

- Automate repetitive deployment and configuration tasks using PowerShell or other scripting tools to accelerate delivery.

- Contribute to internal DevOps and CI/CD workflows related to deployment packaging, application configuration, and rollback testing.

Skills and knowledge required

• Diploma or Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Minimum 3 years' experience in a combined software support, deployment, or technical analyst role.
• Experience with enterprise SaaS and on-premise software.
• Strong troubleshooting and diagnostic skills.
• Excellent communication skills (written and verbal).
• Familiarity with tools such as ticketing systems, remote desktop, and scripting languages (PowerShell, SQL).
• Strong customer-focus and documentation mindset.

About you

• Proven ability to work collaboratively in a team environment and at times independently with the support of experienced team members as needed
• Excellent organizational and time management skills with a keen attention to detail.
• Eventually be able to handle multiple design projects simultaneously, meeting deadlines and maintaining high quality.
• Ability to quickly learn and adapt to new client business processes.

Bonus Points

• Experience with HA/DR configurations and hosted infrastructure monitoring.
• Knowledge of CI/CD pipelines, SQL Server, IIS, and Azure cloud environments.
• Familiarity with ITIL practices or service management principles.

Why you want to be at Cetaris

- When we're working from home - virtual team events including cooking classes, online games, costume contests, and other on-camera fun.

- When we meet up in person - outdoor team events including good food, skiing, summer BBQs, foosball tournaments, potlucks, boat rides, and more.

- Flexible work hours.

- Sit/stand workstations.

- Learning support customized to your needs.

- Bonuses.

- Your birthday off!

- Benefits include dental, vision care, paramedical coverage mental health and lifestyle counselling, telemedicine, travel insurance and more.

- Team fundraising for communities in need: Daily Bread Food Bank, Red Cross relief efforts.

- Employee resource groups that support our team culture, ensuring every team member feels they belong and have a voice.

About us

We build leading-edge Enterprise Asset Management software to help some of the world's largest organizations to manage millions of fleet and fixed assets in over fifty countries. We enable customers to mine mission-critical data to optimize the maintenance of their assets. A past winner of the Timmy Award for Best Tech Work Culture in all of North America - learn more about us at cetaris.com/careers!

Our core values

- Respect the Individual

- Work with Integrity

- Encourage Innovation

- Strive for Excellence

- Persevere - Never Give Up

- Always Learn & Share

- Have Fun - Enjoy the Journey

Accessibility and inclusion at Cetaris

At Cetaris, we believe in providing a safe, equitable, and accessible space for all. If you are an applicant with a disability, we ask you to reach out to discuss your accessibility needs at any phase in the application process.

Job Types: Full-time, Permanent

Benefits:

• Company events
• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Vision care
• Wellness program
• Work from home

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Application question(s):

• Based on our , what do you believe is the most critical responsibility of the Technical Support Analyst role?
• Are you comfortable combining customer support and technical deployment in a hybrid role?
• What scripting languages have you used to automate deployment tasks? Please list.
• Have you been involved in migrating an application from on-premise infrastructure to a cloud environment (e.g., Azure, AWS, GCP)? (Briefly describe your role)
• Do you have experience maintaining and improving the operational reliability of hosted software solutions?
• Please describe your experience with high availability (HA) and disaster recovery (DR) configurations in a SaaS environment.
• Please let us know if you've used any AI tools to assist in completing your application. If so, which ones and how. Thank you.

Experience:

• deploying enterprise software (on-premise & cloud-hosted): 1 year (preferred)
• PowerShell: 1 year (preferred)
• Microsoft SQL Server: 1 year (preferred)
• IIS: 1 year (preferred)

Location:

• Greater Toronto Area, ON (preferred)

Work Location: Remote