Job Description

Are you a highly skilled Tier 3 Support Analyst with strong C# and debugging abilities and a passion for solving complex software issues? Our Ottawa-based client is seeking a Senior Support Analyst – Tier 3 Software Support to join their global team in a full-time, permanent capacity. This is a remote-first role, but occasional on-site presence in Ottawa may be required on short notice. You’ll take ownership of support cases from intake to resolution, working closely with cross-functional teams and clients to ensure timely and effective resolutions. Your expertise in C#, client-server systems, and enterprise application support will be critical, along with your ability to communicate clearly with both technical and non-technical audiences. The ideal candidate is eligible for Government of Canada security clearance, thrives in fast-paced environments, and is comfortable participating in an on-call rotation. If you’re passionate about customer service and driving improvements in support operations, we want to hear from you.

Advantages
•Remote with Job Security – Full-time, permanent role with remote flexibility and occasional Ottawa visits.

•High Impact – Take ownership of complex issues and work directly with clients and dev teams.
•Collaborative Team – Join a global, skilled support team focused on learning and innovation.

Responsibilities
•Manage and resolve complex support cases from intake to closure.
•Diagnose software issues using C#, debugging tools, and system knowledge.
•Communicate effectively with clients, providing clear updates and resolutions.
•Escalate bugs to development teams and collaborate on fixes within SLAs.
•Perform root cause analysis and contribute to long-term solutions.
•Maintain and improve support documentation and internal processes.
•Participate in on-call rotation and respond to after-hours incidents as needed.
•Support continuous improvement through team meetings and knowledge sharing

Qualifications
•5+ years of experience in a Tier 3 Support or Application Support Analyst role
•Strong knowledge of C#, client-server architecture, and debugging tools
•Hands-on experience in application production support, ideally in a software or SaaS environment
•Proven track record of working with customers directly in a support or issue resolution capacity
•Deep understanding of client-server architecture, data flows, and enterprise system design
•Familiarity with microservices, APIs, and cloud platforms (Azure/AWS/GCP is an asset)
•Experience with incident documentation, escalation procedures, and RCA reporting
•Experience with ticketing systems like ServiceNow and Jira
•Excellent communication skills for both technical and non-technical audiences
•Must be eligible for Government of Canada security clearance

Summary
If you're interested in learning more please submit your résumé and one of our senior Recruiters would be happy to give you a call to discuss further.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process. show more

Job Tags

Permanent employment, Full time, Remote job,

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