Job Description
About the Company
Indeavor is a growing enterprise software vendor that helps organizations manage complex, 24⁄7 frontline operations across manufacturing, food processing, and government agencies. Through our SaaS platform, we replace manual processes, spreadsheets, and legacy systems with automated shift scheduling, absence management, and day-to-day workforce operational support.
By handling workforce complexity through automation, Indeavor helps organizations consistently have the right person in the right place at the right time, while maintaining compliance with labor rules, qualifications, and operational requirements. Our software helps supervisors and frontline teams spend less time on administrative work and more time running safe, efficient operations.
The work at Indeavor supports essential services that operate around the clock and cannot afford failure. We build software for environments where accuracy, reliability, and clarity matter every day, helping the people responsible for keeping critical operations running do their jobs more effectively.
About the Role
The Support Analyst owns the full customer support lifecycle — from first contact through technical resolution — with no handoffs to tiered layers. You’ll bring structured thinking and creative problem-solving to every engagement: triaging urgent issues with empathy, collaborating with Engineering and QA on complex defects, and partnering with Implementation and Post-Live Services to ensure customers succeed long after go-live.
This role is for a systems thinker who doesn’t just fix problems — they map how problems happened and build a clear path to prevent them. Strong written and verbal communication are non-negotiable, and so is a genuine love of working with customers.
What You’ll Do
- Serve as the primary point of contact for all incoming support requests via phone, email, and web conference — triaging issues, assessing impact, and setting clear expectations aligned with customer contracts and SLAs.
- Apply critical systems thinking to diagnose issues holistically — identifying root causes, understanding downstream effects, and developing a structured plan to address and resolve before acting.
- Resolve the full range of customer issues independently: from common how-to questions and configuration guidance through complex functional problems and solution-specific edge cases.
- Troubleshoot and resolve issues related to SWA (Schedule Workflow Automation), system integrations, infrastructure, and domain/security configurations without requiring escalation.
- Manage open issues and customer commitments with strong project management discipline — tracking progress, communicating status proactively, and ensuring nothing falls through the cracks.
- Utilize lower environments to validate product behavior, reproduce issues, and build a deep working knowledge of customer configurations and use cases.
- Support data import, configuration, retrieval, and domain/security management tasks as part of project and business operations work.
- Conduct end user training sessions and collaborative troubleshooting sessions to build customer capability and accelerate issue discovery.
- Author and maintain the full body of customer, solution, and functional documentation — including Knowledge Base Articles (KBAs), how-to guides, configuration references, and process documentation — to expand self-service coverage, reduce recurring inbound volume, and build a rich, well-structured knowledge foundation that unlocks AI-assisted support capabilities and drives better outcomes for customers and the team alike.
- Treat every customer interaction, resolved issue, and operational challenge as an opportunity for continuous improvement — proactively identifying ways to grow individually, refine team processes, and elevate the overall effectiveness and quality of support operations.
What You’ll Bring
Critical Thinking & Problem Solving
Customer Connection
Communication & Organization
Technical & Functional Depth
Competitive salary
Private health insurance for you and your family
Monthly meal allowance for restaurants and/or groceries
Hybrid and remote work options to support work-life balance
Annual Learning & Development Budget for personal and professional growth
Casual and friendly work environment where you can be yourself
International team and a global work culture
ESG initiatives and volunteering opportunities to give back to the community
Office perks: fresh fruit, nuts, snack bars, and unlimited espresso!
Think Indeavor sounds like home? Great. We can’t wait to get to know you!
We are an equal opportunity employer and value diversity. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status or disability status, and we’d love to learn about what you can add to our team. All employment is decided based on qualifications, merit and business need.
