Application Support Analyst

As an Application Support Analyst, you will be responsible for delivering exceptional B2B application support to our clients. This is a role for someone who is focused on client satisfaction and efficiently resolve escalated incidents. Someone who wants to collaborate across teams, champion client priorities and drive incidents to closure.

Toronto, ON


<span style="font-weight: 400;">At Unata, we&rsquo;re shaping the future of the retail experience. We power digital experiences for some of North America&rsquo;s most well-respected grocery chains. Our white-label platform powers award-winning e-commerce experiences, digital flyers and digital loyalty programs, allowing the retailer to automatically tailor each shopper&rsquo;s experience at an individual level so that they can deliver 1-to-1 personalized content and offers.</span>

keywords: who we are,what we do,who you are,what's in it for you?,direct customer support,24/7 support,problem solving,collaboration,maintain communication with customers,deployment,support devops,document,make an impact,expertise,knowledge,passion,compassion,motivation and innovation,communication,education,availability


Overview: <p><strong>Who we are</strong></p> <p>At Unata, we&rsquo;re on a mission to build the grocery shopping experience of the future. We combine our award-winning user experience design and proprietary 1-to-1 personalization engine to create a digital shopping experience that is leading the grocery industry forward.</p> <p>We&rsquo;re committed to continuous innovation, ensuring our product never stops evolving, and our retail partners always provide the best digital customer experience possible.</p> <p>Last year we were named one of Deloitte&rsquo;s Top 50 Fastest Growing Canadian Companies and CIX&rsquo;s Top 20 Most Innovative Canadian Companies. We also doubled in team size and more than tripled in revenue. We have no plans on slowing down!</p> <p><strong>Who we are looking for</strong></p> <p>We are looking for an Application Support Analyst who wants to grow as we grow. Reporting to the VP, Client Technology Operations, you will be part of a brand new Support Team.</p> <p>As an Application Support Analyst, you will be responsible for delivering exceptional B2B application support to our clients. This is a role for someone who is focused on client satisfaction and efficiently resolve escalated incidents. Someone who wants to collaborate across teams, champion client priorities and drive incidents to closure.</p> <p><strong>What&rsquo;s in it for you?</strong></p> <p>The opportunity to be involved with application deployments and co-ownership of managing our monitoring system. <br />Exposure to infrastructure management. Secondary duties include hands-on work with our Dev Ops Team. <br />A working environment where your opinions are valued. This is a new team, looking for internal guidance on best practices and reinforcement of strong processes.</p> <p><strong>Where are you right now- and what will your future look like at </strong><strong>Unata</strong><strong>?</strong></p> <p>You are a Systems or Application Support Analyst. You want to join a newly formed support team that is looking for leaders and champions. You want to be part of a growing company that appreciates new technologies and the contributions of their team members.</p>
Responsibilities: <p><strong>What you will be working on:</strong></p> <ul> <li>Direct customer support. Triage and troubleshoot incoming escalations.</li> <li>24/7 support. Monitor incoming issues after-hours and on weekends once a month.</li> <li>Problem solving. Apply technical expertise and deep knowledge of our applications to determine a resolution.</li> <li>Collaboration. Design a solution plan and work with the Development team to solve customer issues beyond your expertise.</li> <li>Maintain communication with customers. Reach out via telephone, email or ticketing system to update customers and see issues through to resolution.</li> <li>Deployment. Manage one or two code deployments after hours on a weekly basis.</li> <li>Support DevOps. Receive training on and support the DevOps team with, automation and performing other infrastructure work as time permits.</li> <li>Document. Improve long-term customer support by contributing to the support knowledge base.</li> <li>Make an impact. Contribute to the improvement of our application by documenting software defects.</li> </ul>
Requirements: <p><strong>What you have:</strong></p> <ul> <li>Expertise. You have hands-on experience managing and supporting applications; system monitoring tools and solutions. You have intermediate knowledge of SQL, optimizing queries and retrieving data.</li> <li>Knowledge. You have systems administration experience with Linux servers, including web servers, databases and application servers. You are familiar with how to find the data you need in logs and you are comfortable with BASH scripting. Python scripting or automation would be a bonus.</li> <li>Passion.&nbsp;You have a desire to constantly evolve your tools and methods. You pursue knowledge and continuous improvement at what you do. You believe in sharing information and you gain personal satisfaction when solving complex problems.</li> <li>Compassion.&nbsp;You are patient and empathetic. You understand the frustrations of others and you can switch priorities.</li> <li>Motivation and innovation. You are enthusiastic and energetic. You strive for new heights and you want to make an impact. You want to be part of a positive work culture.</li> <li>Communication. You can clearly communicate complex technical concepts to any level of audience.You are open to feedback.</li> <li>Education.You have a post-secondary degree in Software Engineering or Computer Science.</li> <li>Availability. You can commit to being on-call 24/7 one-week a month.</li> </ul> <p><strong>Need any more reasons to join us?</strong></p> <p>Life at Unata is about creativity, culture and open communication. We truly celebrate and value the perspectives our extremely diverse team members bring to the table. Our company values sum up who we are: Be good. Be Bright. Be One.</p> <p>Be Good. Our number one priority is to hire good people. By good we mean being honest and humble, acting with integrity and treating others with respect. We&rsquo;ve built our team on a foundation of transparency and trust, which is maintained through regular open and honest feedback. Everyone&rsquo;s voice is heard whether it be via a weekly pulse survey, a performance management meeting or a quarterly 1-on-1 with the CEO.</p> <p>Be Bright. We are a team that values new ideas and is dedicated to continually learning new technologies and working hard to solve challenging problems with innovative solutions. People who work at Unata are naturally curious and we support this willingness to learn by investing heavily in professional development. Your success means our success and we truly believe that.</p> <p>Be One. Strong relationships are the backbone of our success and we make sure to provide opportunities to bond with your colleagues, from regular lunches to weekly socials and an annual cottage-style summer retreat. Our dedicated Culture Manager, Stephanie, has curated a unique and packed social calendar focused on building close-knit teams and making sure you love your time at Unata.</p>