Software Support Specialist

At Can/Am, we have been creating great software that empowers our clients to provide outstanding service to their customers for over 15 years. Our Teller Cashiering software is an industry-leading solution that automates and streamlines cash handling and financial management practices for County, and City governments. Can/Am serves clients across North America, with staff operating in the following locations: Edmonton Alberta and Denver Colorado.

We've built an engaged team of hard-working and collaborative people in our U.S. and Canadian locations. Successful Can/Am team members model these values:

• Pursue thoughtful understanding | approaching every situation and person with compassion, seeking to gain insight at a deeper level
• Challenge reality | aspiring to improve with candor and future-focused ambition
• Engage growth together | cultivating a dynamic environment with opportunities to learn, have fun, and realize full potential
• Spark | igniting joyful experiences and innovative solutions with passion and energy
• Pay it forward | creating lasting value by investing generously in our people, platforms and community

As a Software Support Specialist at Can/Am, you own the front line for client-reported issues in Teller, our SaaS platform used by city and county governments across North America.

Your role is to respond to questions and problems reported by our clients, ranging from simple configuration updates to research and resolution for more complicated issues and data fixes. You are responsible for understanding each issue, resolving it, or documenting and triaging it to the appropriate resource, all while meeting SLA’s and maintaining communications with the client.

You will report to the Client Support Lead. This position is based in the United States.

We are looking for a persistent, collaborative troubleshooter who learns quickly and communicates clearly and effectively.

• Knowledge: General web application hosting and functionality, how configurable software behaves, troubleshooting complex and distributed systems, API basics, basic to intermediate SQL.
• Experience: 2+ years supporting a configurable software product, utilizing automated tools, including AI, to drive efficiency and ensure consistency when serving stakeholders.
• Skills and Abilities: Explain technical findings to non-technical client staff; hold a live queue without losing open items; be responsive to changing priorities and tasks; communicate clearly and professionally; reason about an unfamiliar configuration surface; review logs and other data to establish the root cause of problems and confirm a fix.
• Nice to have (not required): Teller configuration, AWS, Zendesk, JIRA, .NET, automated support tooling.

• Triage and perform initial research for incoming support tickets.
• Pursue a complete understanding of the problem and
• Investigate database and application logs to establish what happened.
• Instruct the client on resolution steps they are able to perform themselves.
• Validate and apply configuration changes (SQL, XML, JSON).
• Escalate code-level problems to a Support Engineer with evidence gathered.
• Write knowledge base articles, documentation, and training materials.
• Contribute to continuous improvement of tools and processes for the support team.

• A challenging, fulfilling career with co-workers who interact within the framework of our values as a small, vibrant team
• A competitive pay scale
• Generous benefits
  • Health
  • Dental
  • Vision
  • Life
  • 401k
  • PTO
• The opportunity to make a real difference in the lives of our team

If you are qualified for this position and have a passion for solving problems other people have already given up on, we would love to hear from you!

Salary will generally fall between $55,000 and $75,000 annually before adjustment for geographical differences.

Can/Am is an Equal Opportunity Employer that does not discriminate on the basis of age, race, sex, religion, national origin, disability, or any other non-merit factor protected by applicable federal, state, and local laws.

Can/Am is committed to working with and providing reasonable accommodation for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or accommodation due to a disability, please contact [email protected] and let us know the nature of your request and your contact information