Senior Technical Support Analyst
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Technical troubleshooting and SQL skills define this fully remote Senior Technical Support Analyst role with Descartes. Own complex customer issues through resolution.
As a Senior Technical Support Analyst, you will support business-critical transport management software used worldwide. The work combines structured troubleshooting, data investigation, log analysis, and clear English communication. You will guide customers, colleagues, and third parties toward effective solutions while strengthening the Support team.
Key Responsibilities:
- Own complex customer issues from escalation through clear resolution
- Investigate data, integration, and system-related problems using SQL
- Explain causes, fixes, and next steps to technical stakeholders
- Mentor colleagues through documentation, training, and coaching
- Identify Support improvements using AI tools and automation
Requirements:
- Several years supporting complex business software or transport management
- Independent ownership of technical issues through resolution
- Strong analytical and structured troubleshooting abilities
- Clear, confident English communication skills
- Experience coaching, mentoring, or training others
Apply technical ownership, SQL investigation, and structured troubleshooting to customer support at Descartes.
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