Technical Support Analyst

As a part of the Customer Support Team,
you will work alongside Support Analysts, led by the Customer Support Lead. As a team member, you can work flexible hours with a diverse team and cutting-edge technology. As a Technical Support Analyst, you can expect to tackle new challenges every day with a wide range of issues/bugs. Acting as an intermediary between our Support and Development functions to prevent support issues from disturbing scheduled software production for our Dynamics products. You have a unique combination of advanced technical and communication skills, being able to manage complex customer and partner relationships effectively. By building meaningful relationships with the clients, you can directly impact Binary Stream’s bottom line.

Primary duties and responsibilities:

• Solve issues encountered by customers engaged in implementing and using Binary Stream products.
• Create a support ticket for each newly reported customer issue, subsequently ensuring that the content and status of each ticket is kept current.
• Obtain and record all information needed to replicate issues encountered by customers within their working environment. Means of gathering the needed information for resolving issues include emails, phone calls, and screen-sharing meetings.
• Involve the appropriate Development team member in the resolution of customer-reported issues where the results of the analysis suggest that this is caused by a software defect.
• Maintain oversight over the status of open tickets, ensuring that an appropriate level of communication is maintained with affected customers.
• Contribute to continuous improvement within the Customer Support function, using lessons learned to enhance best practices, and proactively sharing this knowledge with others.
• Provide guidance, coaching, and support as needed to other staff who may engage in Customer Support activities from time to time.
• Fulfil administrative processes as necessary to ensure that all reporting, contract management, and other functions are completed in a timely manner.

Technical skills required:

• Working knowledge of Software Development Life Cycle (SDLC)
• Hands-on experience with SQL for querying and reporting
• Ability to read and interpret technical logs, error messages, and system behaviour for troubleshooting
• Basic programming and debugging experience in any modern programming language
• Intermediate working knowledge of MS Office, including Power BI, Word, Excel, and PowerPoint.

Education and experience:

• University degree in computer science or a finance-related field.
• 2–3+ years of experience in customer software support, ideally in ERP, SaaS, or enterprise application environments.

Bonus Points If You Have:

• Understanding of accounting and financial processes (AR, AP, billing, revenue recognition)
• Experience supporting Microsoft Dynamics 365 Business Central or NAV-based solutions
• Experience troubleshooting integrations, APIs, or data flows between systems