About this role
Job title: Infrastructure Support Analyst
We are seeking an Infrastructure Support Analyst to lead the deployment and ongoing support of CityView-related applications within customer environments. This role combines hands-on implementation, monitoring, and problem solving to ensure secure, reliable, and scalable municipal software delivery.
What You'll Do
- Lead the implementation and deployment of applications within customer environments.
- Perform software installations, upgrades, patches, and environment configuration activities.
- Monitor infrastructure, ensure system availability, and perform routine maintenance.
- Respond to and resolve customer support requests via phone, email, and ticketing systems.
- Interpret technical problems and determine troubleshooting steps; follow issues through resolution.
- Provide internal technical support and collaborate with Sales, Professional Services, Product, and Development teams.
- Maintain accurate records, status updates, and operational documentation.
- Provide off-hours support as needed to maintain service availability.
- Perform database updates, additions, and modifications to resolve customer issues.
- Recognize software defects and escalate to Development teams.
- Support AI and automation initiatives, including using approved AI tools, developing runbooks, and validating AI recommendations.
- Participate in cloud and on-premises operations (Azure, Expedient, etc.) and infrastructure modernization.
What We're Looking For
- Experience with infrastructure support, application deployment, and customer-facing technical work.
- Ability to troubleshoot and resolve technical problems; strong documentation skills.
- Familiarity with cloud-based and on-premise environments and basic database updates.
- Comfort working across Support, Professional Services, Product, and Development teams.
- Willingness to provide off-hours support and maintain service reliability.
Nice to Have
- Experience with AI-assisted automation and knowledge management.
- Knowledge of cloud platforms (Azure, Expedient) and automation tooling.
Compensation & Benefits
- Salary range: CAD 65,000 – 75,000 per year.
- Competitive compensation and benefits package, with opportunities for growth and flexible, collaborative culture.