Canada
GoSecure
Tecsys Inc.
Technical Support Analyst
RemoteCanada
Toronto, Ontario, Canada
JavaSQL
Automatic translation. Check the original.
Why this role matters
At Tecsys, the software we deliver enables hospitals, pharmacies, and distributors to have what they need, when they need it. Every role here contributes to that outcome.
As a Technical Support Analyst, you will join our Customer Service team, a group at the heart of our clients' supply chain operations, 24 hours a day. You will be the first point of contact when a client encounters an issue with Tecsys Elite: you will process cases from the ServiceNow queue, analyze logs, SQL queries, and stack traces to find the root cause, and resolve what you can within Customer Service. When an issue involves integrations, infrastructure, or custom code, you will collaborate with our internal teams to drive it to completion, ensuring that every resolved case keeps the client's operations running.
What you will be part of
Tecsys is recognized by essential organizations in the healthcare and distribution sectors for supporting resilient, efficient, and secure supply chains. We are a global provider of cloud-based software powered by Artificial Intelligence (AI), listed on the Toronto Stock Exchange (TSX: TCS).
Three values guide how we work. We earn trust every day by valuing the customer and acting with integrity. We help each other by recognizing individual strengths and working as a team. And we explore with courage by staying curious and adapting to succeed.
You will join a culture focused on curiosity, continuous learning, and people who push the boundaries of what is possible.
We foster an inclusive workplace where everyone feels valued, respected, and empowered to thrive.
What you will do
- Take ownership of and process cases from the ServiceNow queue, prioritizing and managing multiple requests at once
- Diagnose simple to moderately complex issues affecting Tecsys Elite applications and integrations through log analysis, research, and issue reproduction
- Write SQL queries and read Java code and stack traces to identify the cause of issues
- Communicate clearly with clients, confirm the business impact of each issue, and keep them informed until resolution
- Propose workarounds or alternative solutions when a permanent fix requires more time
- Escalate cases and collaborate with EBS, Cloud Operations, and BI teams when they involve infrastructure, custom code, or other systems
- Document solutions in the knowledge base and meet Service Level Agreement (SLA) commitments
What you bring
No need to meet every single criterion below. If you see yourself in most of them, apply!
- A university degree or a college diploma (DEC) in computer science, IT, or a related field, or equivalent experience
- Experience in technical support, help desk, or a customer support role (around 3 years); new graduates who have completed an internship or co-op program are encouraged to apply.
- Strong SQL skills and the ability to read Java code, logs, and stack traces
- Excellent command of written and spoken English, strong listening skills, and the ability to clearly explain technical issues.
- A logical approach to problem-solving and the composure required to manage multiple cases under pressure
- Availability for an evening shift (16:00 to midnight ET or 17:00 to 1:00 ET) or a weekend-focused schedule (8:00 to 20:00 ET on weekends, plus two weekdays); schedules are communicated in advance.
- Proficiency in written and spoken English, essential for communicating effectively with clients, suppliers, business partners, and colleagues located outside of Quebec.
Why you will love working here
- Flexibility focused on remote work and the trust to manage your own schedule
- Benefits and vacation from day one
- Retirement plan with competitive employer matching
- Employee events and community initiatives
- Opportunities for learning, development, and new challenges
- Collaboration with international teams
If this role matches what you are looking for, apply today. If you are not actively looking for a job but would like to learn more, we would be happy to chat with you.
Apply today and discover what you could build, solve, and achieve at Tecsys!
#LI-TECSYS
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