Technical Support Analyst

At Tecsys, the software we deliver keeps hospitals, pharmacies and distributors supplied with what they need, when they need it. Every role here connects to that outcome.

Why This Role Matters

As a Technical Support Analyst you will join our Customer Support team, a team at the heart of our 24/7 – 365 global follow-the-sun support model, helping customers across time zones keep their supply chains running. You’ll provide first- and second-level support across our product modules, analyzing and resolving technical issues within SLAs. By keeping customers informed with proactive updates and learning new modules along the way, you’ll turn complex problems into clear solutions and strong customer satisfaction.

What You’ll Be Part Of

Tecsys is trusted by mission-critical organizations in healthcare and distribution to power resilient, efficient and secure supply chains. We are a global provider of cloud-based, AI-driven software, publicly traded on the Toronto Stock Exchange (TSX: TCS).

Three values guide how we work. We earn trust daily by valuing the customer and acting with integrity. We build each other up by recognizing individual strengths and working as one team. And we explore boldly by staying curious and adapting for success.

You’ll join a culture driven by curiosity, continuous learning, and people who challenge what’s possible.

What You’ll Do

• Provide first- and second-level technical support by working product-related tickets and resolving them within Service Level Agreements.
• Analyze and interpret data to identify issues and trends, and offer creative, practical solutions.
• Monitor, progress and resolve incidents in ServiceNow, keeping customers satisfied through proactive updates, frequent contact and escalation where necessary.
• Communicate directly with customers, many of them healthcare organizations in Canada.
• Learn and pick up tickets across all four functional modules of the product, rather than specializing in just one.
• Build and maintain strong technical expertise on all Tecsys products and the devices and platforms they run on.
• Follow incident and problem management procedures and coordinate with the Customer Care team in Canada, including occasional off-hours meetings.

What You Bring

• Knowledge of / prior experience with any WMS (Warehouse Management System), ideally 2–3 years working on a WMS module.
• 2+ years of experience in technical support, desktop support or a similar role.
• Strong written and verbal English communication, including clear, professional email correspondence with clients, suppliers, business partners and colleagues.
• Hands-on experience with ServiceNow for incident management, request fulfillment and problem management.
• Ability to learn new technology easily and explain it to others.
• Comfort working in a fast-paced, sometimes stressful environment, and enjoying solving problems as a team.
• Flexibility to work in shifts, including weekend rosters, and for occasional off-hours meetings.

Nice to have:

• University or technical degree related to information systems or supply chain.
• Understanding of supply chain concepts in health care or complex distribution.
• Knowledge of accounting or finance as it relates to ERP software (Order to Cash, Purchase to Pay, Ledgers, etc.).
• Working knowledge of UNIX/LINUX and Windows.
• Firm grasp of SQL along with AWS Aurora PostgreSQL.

• Benefits (Insurance and access to learning platform) and vacation from day one
• Regular Employee Engagement initiatives
• Room to learn, stretch and take on new challenges

• Collaboration with global teams and our customers
• We foster an inclusive workplace where everyone feels valued, respected, and empowered to thrive.

If this role fits what you are looking for, apply today. If you are not actively searching but want to hear more, we are glad to talk

Apply today and discover what you could build, solve, and achieve with Tecsys!