Job Description

Technical Support Analyst (TSA)

Cetaris - Greater Toronto Area, ON - Remote with occasional in-person teamwork

Would you like to deploy enterprise software and collaborate with global customers? Join our growing team, where you'll play a key role in delivering deployment excellence, solving real-world infrastructure and database deployment challenges, and learning from experienced professionals in a supportive environment.

About the role

We are seeking a reliable and meticulous

Intermediate

Technical Support Analyst

to join our Deployment and Support Team. This hybrid role combines customer support, technical deployment, database deployment support, and operational site reliability. You will collaborate closely with enterprise clients, internal stakeholders, our Senior DBA, and our SaaS platform team to coordinate software deployments, manage hosted environments, and troubleshoot complex issues. If you excel in a dynamic, client-facing position and enjoy solving problems across infrastructure, database, and software layers, this role is for you.

In this role, you will:

Plan, coordinate, and execute new installations or software upgrades for customers, including downtime scheduling, environment readiness checks, and communication with all stakeholders.

Execute pre-approved database upgrade scripts during scheduled deployment windows, following documented runbooks and checklists.

Verify database backups exist before deployments and initiate on-demand backups when required for customer protection.

Monitor database health and performance during deployment windows using SQL Server monitoring tools to ensure successful upgrades.

Provide clear, timely updates to customers on ticket status, product issues, and deployment progress, managing expectations and ensuring satisfaction.

Assist customer IT teams during deployments, offering guidance, knowledge transfer, and post-install support.

Perform first-level database troubleshooting including connectivity checks, service status verification, and error log analysis during deployments.

Maintain operational health check of hosted environment (SaaS) using monitoring and alert tools, and proactively detect issues related to availability, performance, or capacity.

Provision new customer databases using approved templates and coordinate with Platform Engineering for cloud database setup during customer onboarding.

Create and maintain support documentation, deployment checklists, internal knowledge base articles, and database deployment runbooks based on lessons learned.

Identify inefficiencies in the deployment process and contribute automation scripts and process enhancements to improve scalability and speed.

Troubleshoot customer-reported software issues in both hosted and on-premise environments, working directly with clients to gather context and confirm resolution.

Collaborate with internal stakeholders to resolve complex or escalated support and deployment issues.

Perform thorough triage before escalation -- analyze logs, reproduce problems, and isolate root causes -- for both support and deployment-related issues.

Participate in support and deployment process reviews, offering recommendations to improve workflows, product quality, and service delivery.

Participate in customer onboarding, including validating environments, managing pre-deployment requirements, and preparing before go-live.

Automate repetitive deployment and configuration tasks using PowerShell or other scripting tools to accelerate delivery.

Hours and location

Our team continues to work 100% remotely with a high level of daily team interaction and occasional in person meet-ups in the Greater Toronto Area. Future plans around location are still open. Our primary focus is the wellness of our team and their families.

This role requires proximity to the Greater Toronto Area. The TSA will enjoy some flexibility in hours combined with occasional morning, evening or weekend availability for scheduled deployments and database upgrades or critical issues.

Compensation

This is a permanent full-time position (40 hours/week), with an annual salary (based on experience) plus bonus. Shared medical, dental, wellness, and insurance benefits.

Skills and knowledge required

Diploma or Bachelor's degree in Computer Science, Information Technology, or equivalent work experience. 3+ years' experience in a combined support, deployment, or technical analyst role. Experience with enterprise SaaS and on-premise software. Basic understanding of SQL Server administration including backups, service management, version controls and connectivity troubleshooting. Strong troubleshooting and diagnostic skills. Excellent communication skills (written and verbal). Familiarity with tools such as ticketing systems, remote desktop, and scripting languages (PowerShell, SQL). Ability to execute SQL scripts and validate deployment outcomes. Strong customer-focus and documentation mindset.

Bonus points

Experience with HA/DR configurations and hosted infrastructure monitoring. Knowledge of CI/CD pipelines, SQL Server, IIS, and Azure cloud environments. Proficiency with database backup and restore procedures. Familiarity with PowerShell scripting for database automation tasks. Experience with SQL Server Management Studio (SSMS), VS Code with MSSQL extension, and sqlcmd CLI. Familiarity with ITIL practices or service management principles. Ability to quickly learn and adapt to new client business processes.

Why you want to be at Cetaris

When we're working from home - virtual team events include cooking classes, online games, costume contests, and other on-camera fun.

When we meet up in person - team events include good food, skiing, picnics, foosball tournaments, bowling, boat rides, and more.

Flexible work hours.

Sit/stand workstations and other ergonomic support.

Learning support customized to your needs.

Your birthday off!

Benefits include dental, vision care, paramedical coverage, mental health and lifestyle counselling, telemedicine, travel insurance, and more.

Community fundraising including Daily Bread Food Bank and Red Cross relief efforts.

Employee resource groups that support our team culture, ensuring every team member feels included and has a voice.

About us

We build leading-edge

Enterprise Asset Management software

to help some of the world's largest organizations to manage millions of fleet and fixed assets in over fifty countries. We enable customers to mine mission-critical data to optimize the maintenance of their assets. A past winner of the Timmy Award for Best Tech Work Culture in all of North America - learn more about us at cetaris.com/careers!

Our core values

Respect the Individual

Work with Integrity

Encourage Innovation

Strive for Excellence

Persevere - Never Give Up

Always Learn & Share

Have Fun - Enjoy the Journey

Accessibility needs

At Cetaris, we believe in providing a safe, equitable, and accessible space for all. If you are an applicant with a disability, we ask you to reach out to discuss your accessibility needs at any phase in the application process.

Job Types: Full-time, Permanent

Benefits:

Company events Dental care Employee assistance program Extended health care Flexible schedule Life insurance Paid time off Vision care Wellness program Work from home
Application question(s):

Describe how you are reliable and meticulous in your deployment and database work. Why do you think this hybrid role is a good fit for you? What do you think enterprise customers care about when undergoing software deployments? Please let us know if you've used any AI tools to assist in completing your application. If so, which ones and how. Thank you.
Experience:

combined support, deployment, and TSA: 2 years (required) enterprise SaaS and on-premise software: 2 years (required) SQL scripting: 2 years (required) SQL Server admin: 1 year (required)
Location:

Greater Toronto Area, ON (required)
Work Location: Remote