Remote Knowledge Base Writer Jobs in Maryland (NOW HIRING)

Cayenta, a division of Harris; is seeking a Support Analyst who will help solve problems that matter.

At Cayenta, Support is about solving problems, building knowledge, and continuously improving how we serve our customers. As a Support Analyst, you'll investigate complex application issues, collaborate with teammates across the organization, and use modern tools-including AI-to help deliver accurate, efficient, and thoughtful solutions.

Customer issues can span application functionality, data, integrations, environments, databases, and communications. Every issue is an opportunity to learn something new. We don't expect you to know every answer on day one-we're looking for someone who is curious, analytical, and motivated to figure things out.

When you encounter something unfamiliar, we expect you to investigate. Search our knowledge base. Review documentation. Collaborate with teammates. Use AI to research, analyze, and challenge your thinking. Test assumptions and keep digging until you understand the problem.

Most importantly, when you learn something new, document it and share it. Every solved problem makes our entire team stronger.

This is your opportunity to deepen your expertise in the solutions used by our CIS customers while developing strong technical, analytical, and customer service skills.
Utility industry experience is required for this role.

This remote role welcomes candidates anywhere in Canada and the US. Travel is required as needed, approximately 10%. Candidates must hold a current, valid passport and be legally eligible to travel internationally. This includes either passport based visa exemption or possession of any required travel visas for entry into Canada, the United States, and the Caribbean.

Salary:

60K - 75K

AI & Innovation Mindset

We are committed to leveraging emerging technologies to improve how we work, serve our customers, and drive business outcomes. The successful candidate will demonstrate curiosity and a willingness to actively adopt and leverage AI tools to improve workflows, solve problems, and increase efficiency. Candidates should be comfortable using AI enabled technologies, including copilots, chat based AI assistants, and automation tools, as part of their everyday work while maintaining appropriate judgment, security, and compliance standards.

What your impact will be:

• Provide timely, accurate, and thorough resolution to customer issues.
• Monitor the support queue and take ownership of customer issues through resolution or appropriate reassignment.
• Investigate application, data, integration, architecture, and interface issues.
• Collaborate with Environment Specialists, Product Management, R&D, Professional Services, and fellow analysts to resolve complex issues.
• Respond promptly to customers and provide proactive, meaningful updates throughout the life of a ticket.
• Develop a deep understanding of Cayenta applications and use that knowledge to troubleshoot customer issues and answer functional questions.
• Leverage AI-enabled tools to research issues, analyze data, identify patterns, draft communications, and improve troubleshooting efficiency while validating all results before they are shared with customers.
• Apply critical thinking to AI-generated recommendations and remain accountable for the accuracy of information provided.
• Identify root causes and recommend improvements to customers, Product Management, and internal teams to help prevent recurring issues.
• Document solutions, troubleshooting techniques, and best practices to expand the team's knowledge base.
• Understand Support Services agreements and recognize when customer requests fall outside standard support.
• Identify opportunities to improve our products, processes, and customer experience.

What we are looking for:

• Enjoys solving complex problems and understanding how systems work.
• Takes ownership of issues and works toward solutions independently.
• Is resourceful and willing to use every available tool-including documentation, teammates, testing environments, and AI-to investigate unfamiliar problems.
• Uses AI to strengthen their analysis rather than replace critical thinking.
• Is comfortable learning new technologies and adapting to new ways of working.
• Can analyze information from multiple sources and make sound decisions.
• Knows when to continue investigating independently and when to collaborate or escalate.
• Communicates clearly with both technical and non-technical audiences.
• Contributes to a culture of continuous learning by documenting and sharing knowledge.

Customer Support Qualifications:

• Experience working in a customer support or technical support environment.
• Excellent communication skills with the ability to build trust and manage customer expectations.
• Strong analytical and problem-solving skills.
• Ability to prioritize and manage multiple initiatives simultaneously.
• Self-motivated, adaptable, and able to work both independently and collaboratively.
• Demonstrated willingness to learn and adopt emerging technologies, including AI-enabled tools.

Technical Qualifications:

• Experience writing and troubleshooting SQL queries.
• Experience supporting Customer Information Systems (CIS) or other enterprise software applications.
• Familiarity with relational databases and data analysis.
• Experience reading application logs, troubleshooting interfaces, or analyzing system behavior is an asset.
• Understanding of software support concepts, including application configuration, integrations, and data troubleshooting.
• Experience using AI tools such as ChatGPT, Claude, Microsoft Copilot, or similar platforms for research, troubleshooting, analysis, documentation, or productivity is an asset. More important than experience with a specific tool is the ability to use AI responsibly, validate results, and continuously adapt as technology evolves.

What would make you stand out:

• University degree or technical college diploma in Computer Science, Software Engineering, Information Technology, Software Development, or a related field.
• Experience delivering software support or technical services.
• Experience supporting Customer Information Systems (CIS) or enterprise software.
• Utility industry experience is an asset.

What we can offer:

• 3 weeks' vacation and 5 personal days
• Comprehensive Medical, Dental, and Vision benefits starting from your first day of employment
• Employee stock ownership and RRSP/401k matching programs
• Lifestyle rewards
• Remote work and more!

About Cayenta:

Cayenta is a leading provider of enterprise resource management solutions in the local government, utility and financial industries. Cayenta's products, services and customer relationships provide the foundation for continued innovation and growth.

About Harris:

Harris is a leading provider of mission critical software to the public sector in North America. As a wholly owned subsidiary of Constellation Software Inc. ("CSI", symbol CSU on the TSX), Harris has become the cornerstone for CSI's investment in utility, local government, school districts, public safety, and healthcare software verticals. Our success has been realized through investments in our proprietary software and market expertise. This focus, combined with acquiring businesses that build upon or complement our offerings, has helped drive our success. Harris will continue to growth through reinvestment - both in the people and products that we offer and making investments in acquiring new businesses.

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