Senior Technical Support Analyst

100% Remote - Hiring in Canada

About Us

Urbint uses AI and the latest industry science to identify threats to workers and infrastructure to stop safety incidents before they happen. Urbint surfaces risk at the point of work, enabling energy and infrastructure companies to prevent worker injuries and asset damages. Many of the largest energy and infrastructure companies in North America trust Urbint to protect workers, assets, communities, and the environment. 

Urbint for Damage Prevention identifies high-risk excavations and powers interventions to stop incidents that damage assets, threaten reliability, and endanger the safety of workers and your community.

Job Summary

The Senior Technical Support Analyst will play a pivotal role in overseeing the performance and stability of critical business applications. Working closely with development teams, IT staff, and business stakeholders, the Senior Specialist will ensure seamless operation, identify and resolve complex issues, and lead initiatives to enhance application functionality. The ideal candidate is hands-on and results-oriented, with strong communication and problem-solving skills.

Responsibilities

• Leading the diagnosis, troubleshooting, and resolution of advanced application issues, providing technical expertise and guidance to junior team members.
• Collaborating with business units to gather and analyze requirements for new features and system enhancements, translating these into actionable technical specifications.
• Developing and implementing robust monitoring and performance tuning strategies to ensure optimal system availability and efficiency.
• Designing and conducting comprehensive training sessions and workshops for end-users and stakeholders to promote best practices and effective use of business applications.
• Creating, updating, and refining technical documentation, policies, and procedures to support ongoing system operations and knowledge transfer.
• Acting as the customer's “Voice”.
• Proactively identifying opportunities for system optimization and process improvements to drive operational excellence and support business goals.
• Managing and maintaining relationships with external vendors and service providers to ensure quality support and timely resolution of issues.
• Leading efforts in evaluating and integrating new technologies and tools that align with the organization's strategic objectives and future growth.

Skills and Experience

• 3-5 years of experience in application support, business systems analysis, or software development, with a focus on complex, enterprise-level applications.
• Proven track record of managing and resolving high-priority incidents and complex technical challenges.
• Strong expertise in software systems, troubleshooting methodologies, and root cause analysis.
• Excellent problem-solving skills and a strategic mindset, with the ability to anticipate potential issues and proactively address them.
• Exceptional communication skills, with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders.
• Proficiency in database management and SQL; experience with data analysis and reporting tools is a Plus.
• Proven leadership abilities, with experience mentoring and developing junior team members.
• A commitment to continuous learning and professional development, with a passion for leveraging technology to drive business success.
• Strong customer service skills and ability to handle multiple tasks and prioritize effectively.
• Ability to develop strong product/technology/industry knowledge
• This role requires business travel for in-person meetings. 20-20%

Compensation

• The target base salary for this role is C$85,000 to C$100,000

Benefits

• Generous supplemental medical insurance coverage for yourself and your family
• Life and accidental insurance for up to $500,000 
• Flexible PTO policy
• Competitive compensation and benefits packages
• We are 100% Distributed - work from almost anywhere. This role requires frequent business travel to the US. Ideal candidate would be located in Ontario
• Monthly work from home stipend and one time stipend for home office set up

Urbint's Core Values

• Passionate about customers: We strive to deliver sustainable value and exceed expectations, and we’re not satisfied until our customers are raving fans.
• Be decisive: We make timely, informed, and pragmatic decisions to keep the organization moving forward.
• Build trust: Our values are the building blocks to trust. As we live them, we grow and build lasting relationships.
• Focus on impact: We measure and strive to continuously improve our real-world impact.
• Be tenacious: We are agile in our approach to addressing challenges but firm in our beliefs.
• Win together: We efficiently leverage our diverse skills and perspectives for one another, united by our shared vision.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.