Copperleaf

Copperleaf’s C55 software helps some of the world’s largest energy firms make better strategic decisions through data analytics and optimization.

We’re looking for a proactive Support Analyst, who enjoys the challenges of handling customer support in complex IT and business environments, writing support documentation, and leading training sessions. As a part of our Support team you’ll become a wizard with our own C55 product and cloud set up to help respond to customer queries and support issues. You’re a curious big picture observer who can analyze and see how the business and IT pieces fit together.

You will be open to handling varied support requests from both clients and internal users and be the go-to team member for solving technical problems.

Key responsibilities:

Handling customer questions and requests for our clients

Hosting monthly checkpoint meetings with customers

Understanding the functional aspects of our software and how it supports our customers’ business processes

Delivering internal product training to new staff

Managing like-for-like software upgrades, both for on-premises and cloud-hosted configurations

Your background:

You’re a Support Analyst with one or more of the following attributes:

2+ years in a support environment for browser or client-server applications

Exposure to complex enterprise software application support

Good understanding of IT concepts and principles, and comfortable interacting with our customers’ IT teams

Ability to perform accurate analysis of outputs from Excel formulas and Copperleaf proprietary software

A desire to learn; working with software development teams and understanding the release cycle

You enjoy developing your technical skills; learn to write SQL queries and gain experience with DBA concepts for Oracle databases (identifying environmental issues, tweaking database parameters, reviewing logs)

Willingness to occasionally be on-call during Canadian holidays, evenings, or Sundays

Willingness to occasionally travel internationally as required (<5%)

About you:

You’re a great communicator, both verbally and written

Analytical: You’re sharp and able to identify trends and commonalities across large numbers of incidents.

Comfortable presenting: You enjoy delivering training material to internal and external audiences; hosting monthly check-in calls with customers.

You like being busy, interacting with people and have a keen desire to “fix things”

You’re multi-talented with flexibility and willingness to handle a wide variety of tasks. As a small but rapidly growing company, people at Copperleaf are frequently asked to handle things outside their job deion. This is part of the excitement at Copperleaf!

You’re naturally curious and passionate about learning new information

You enjoy troubleshooting and can get to the root causes in complex IT environments

You have business-level fluency in a second language (especially Spanish or Portuguese) in both spoken and written form.

We recognize that talent comes in many forms, so we’re looking for passion, enthusiasm and transferable skills!

What’s it like here?

At Copperleaf, we’re committed to building a great culture because we know it sets us apart. Culture is at the very core of everything we do, and it’s what makes people want to be part of the market-leading company we’re building. We are a global team of world-class innovators continually pushing the limits of what’s possible to deliver exceptional value and extraordinary experiences to our clients. To do that, we actively cultivate an open and supportive team environment, where diverse ideas and perspectives are encouraged and respected.

Headquartered in Vancouver, Canada, Copperleaf is building a better world, one decision at a time. As one of Canada’s Fastest-Growing Companies, winner of Canada’s Most Admired Corporate Cultures and the BC Tech Association’s Tech Culture of the Year, we are a dynamic and disruptive organization offering exciting opportunities for growth and innovation. We are also proud to be a proactive equal-opportunity employer.

Please submit your application using the “website” hyperlink above.