Technical Support Analyst

Technical Support Analyst

At Tecsys, the software we deliver keeps hospitals, pharmacies and distributors supplied with what they need, when they need it. Every role here connects to that outcome.

As a Technical Support Analyst, you will join our Customer Care team, a team at the heart of keeping Tecsys customers' supply chain operations running around the clock. You'll be the first point of contact when a customer runs into an issue with Tecsys Elite: working cases from the ServiceNow queue, digging into logs, SQL and stack traces to find the root cause, and resolving what you can within Customer Care. When a problem reaches into integrations, infrastructure or custom code, you'll coordinate with our internal teams to see it through, so every case you close keeps a customer's operations moving.

Tecsys is trusted by mission-critical organizations in healthcare and distribution to power resilient, efficient and secure supply chains. We are a global provider of cloud-based, AI-driven software, publicly traded on the Toronto Stock Exchange (TSX: TCS).

Three values guide how we work. We earn trust daily by valuing the customer and acting with integrity. We build each other up by recognizing individual strengths and working as one team. And we explore boldly by staying curious and adapting for success.

You'll join a culture driven by curiosity, continuous learning, and people who challenge what's possible.

What you'll do:

• Own and work cases from an incoming ServiceNow queue, prioritizing and managing multiple issues at once
• Troubleshoot simple to moderately complex issues across Tecsys Elite applications and integrations through log analysis, research and problem recreation
• Write SQL queries and read Java-based code and stack traces to pinpoint root causes
• Communicate clearly with customers, confirm the business impact of each issue and keep them informed through to resolution
• Provide workarounds or alternate solutions when a permanent fix takes time
• Escalate and coordinate with EBS, Cloud Operations and BI teams when cases involve infrastructure, custom code or other systems
• Document solutions in the knowledge base and meet SLA commitments