Application Support Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an 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.

• 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.

• 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.

• 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.