Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered. Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.

Our portfolio includes Zafin AIOS , an agent orchestration platform for governed AI work; the Zafin Banking Platform , which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO , an integration platform that connects data, systems, and workflows across complex enterprise environments.

Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific. As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.

What’s the Opportunity?

The Cloud Support Analyst III is a senior techno-functional support professional who diagnoses and resolves complex application issues across production and non-production environments. By developing deep expertise in assigned products, including their features, integrations, and operating environments, the analyst serves as a subject matter expert for clients and internal teams. The role partners with clients, business stakeholders, engineering teams, and implementation partners to support incident resolution, integration testing, deployments, configuration, enhancements, and operational improvements. It also strengthens team capability by identifying knowledge gaps, leading regular knowledge reviews, and ensuring support documentation remains accurate, accessible, and up to date.





What Will You Do?

- Build and maintain deep knowledge of assigned products, including their functions, features, integrations, configurations, and dependencies.
- Serve as the subject matter expert for assigned products, advising clients, support teams, and cross-functional stakeholders.
- Identify knowledge gaps through incident trends, case reviews, and operational feedback; coordinate knowledge-sharing sessions and keep documentation current.
- Deliver senior-level techno-functional production support for complex client and system issues.
- Investigate production and non-production issues by reproducing problems, analyzing application and system logs, reviewing database records, and identifying root causes.
- Support client integration testing, including System Integration Testing (SIT) and User Acceptance Testing (UAT), and contribute as an implementation consultant when needed.
- Support application deployments, release validation, parameter configuration, and environment readiness, particularly in Microsoft Azure-hosted environments.
- Engage regularly with clients to understand issues, communicate findings and progress, manage expectations, and provide clear resolution guidance.
- Collaborate with Product, Engineering, Implementation, Cloud Operations,



and other stakeholders to deliver timely resolutions and sustainable corrective actions.
- Identify recurring issues and recommend automation, monitoring, process, and product improvements that reduce operational risk and strengthen support effectiveness.
- Lead complex investigations, coordinate support engagements, and mentor analysts through technical guidance and knowledge transfer.
- Maintain accurate incident records, troubleshooting evidence, root-cause analyses, resolution steps, and reusable knowledge articles.
- Automate appropriate support activities and use approved AI-assisted tools responsibly by validating outputs and protecting business data.
- Collaborate with teams and provide support during offshore hours and across multiple time zones, as required.

What Do You Need to Succeed?

Must Haves

- Post-secondary education in Computer Science, Information Technology, Information Management, Engineering, or a related field—or equivalent practical experience.
- Robust knowledge of enterprise application support, incident and problem management, client integrations, and software release processes.
- Commitment to continuously expanding knowledge of assigned products and cloud-supported environments.
- Experience providing techno-functional production application support, with a strong understanding of product functions and features.
- Experience supporting client integration testing, including System Integration Testing (SIT) and User Acceptance Testing (UAT), and contributing to an implementation consulting capacity.
- Experience reproducing and troubleshooting issues in production and non-production environments, analyzing logs, and identifying root
- Experi

📌 Cloud Support Analyst II/III (Toronto)
🏢 Zafin
📍 Toronto