Senior Support Analyst – Tier 3 Software Support, Randstad

Randstad

Location:
Canada, Kanata, Ontario

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Not provided

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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.

Job Responsibility:

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

Requirements:

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

Nice to have:

Familiarity with microservices, APIs, and cloud platforms (Azure/AWS/GCP is an asset)

What we offer:

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

Additional Information:

Job Posted:
June 01, 2025

Expiration:
July 24, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Senior Support Analyst – Tier 3 Software Support