The Opportunity

What You'll Do

- Troubleshoot and diagnose software issues reported by customers, following established workflows and escalation procedures.
- Respond to customer inquiries via phone, video, email, and chat, delivering timely and professional technical support.
- Develop working proficiency in one of Euna's core products to serve as a reliable first point of contact for customers.
- Document all customer interactions, technical issues, and resolutions thoroughly within Zendesk.
- Contribute to internal knowledge base articles, FAQs, and support documentation as your product expertise grows.
- Collaborate with peers and senior analysts to learn effective troubleshooting approaches and expand your technical skill set.
- Support coverage during holidays, after-hours incidents, and outages as needed to ensure customers never feel the impact of a critical issue.

What You Bring

- You have up to 1 year of experience in a technical support, help desk, or customer-facing role (internships and co-ops count).
- You bring a customer-first mentality and take genuine pride in delivering an outstanding support experience.
- You communicate clearly in writing and verbally, with a natural ability to explain technical concepts in plain language.
- You're comfortable working in a ticketing system or CRM environment and familiar with basic technical concepts such as web browsers, connectivity, and general software navigation.

Nice-to-Have Qualifications

- Experience working in Zendesk.
- Prior exposure to SaaS products or a demonstrated curiosity about how software works.
- Familiarity with public sector or government-facing organizations.

What Success Looks Like

- Maintain a customer satisfaction (CSAT)



score at or above the 94% organizational floor, contributing toward our 96%+ team target.
- Resolve customer issues within established SLA timelines, escalating appropriately when needed.
- Demonstrate steady growth in product knowledge and troubleshooting independence within your first 3 months.

Growth & Career Path

Location

This position will be hybrid with 3 days/week in our Oakville, ON office. (Tuesday, Wednesday & Thursday).

This position will cover 12 - 8pm EST shift.

Compensation Range: $53,000 - $66,300

We believe in openness, so we publish our range from the start. Where an offer will land depends on your background, strengths, and how you'll contribute to the work ahead.

This role fills an existing vacancy. Euna uses AI responsibly to assist in screening, assessing, or selecting applicants. AI helps us work smarter, but people lead the process.

AI Mindset at Euna Solutions

We believe the future of work is human + AI. At Euna Solutions, we encourage our team members to leverage AI tools to enhance creativity, efficiency, and decision-making. We're looking for people who are curious about emerging technologies, eager to experiment, and committed to using AI responsibly to augment, not replace, their expertise.

If you enjoy exploring current ways to solve problems, learning continuously,



and applying AI to make your work smarter and more impactful, you'll thrive here.

Life at Euna Solutions

We're a team of builders, problem-solvers, and public sector champions. We've built a workplace around a straightforward idea: people do their best work when they're trusted, supported, and not running on empty.

Here’s What That Actually Looks Like

How we work

We're hybrid — three days a week in our Oakville or Atlanta offices, with standard hours on those days. What the remaining days look like depends on your role and your manager. We talk about it early in the process so there are no surprises on either side.

Eunafier Days

Twice a year, you get an extra day tacked onto a long weekend. We think recharging is part of doing good work — not a reward for it. Use it however you need.

Community is part of who we are

Our Engagement Committee finds meaningful ways to give back through time, donations, and shared expertise. We're invested in the places where our people actually live and work.

Philanthropy Time

We give every employee up to eight hours a year to spend on causes that matter to them. We want you to show up for your community — and we make time for it.

Real connection at scale

You won't know all 600+ people — and that's okay. What matters is building real relationships with the people you work with every day. Our culture team creates consistent opportunities for that, so work doesn't feel isolating.

Room to grow

Whether you're going deep on AI, building expertise in government tech, or stepping into a bigger role, we invest in your development — through budget, mentorship, and re

📌 Associate Support Analyst, Procurement (Oakville)
🏢 Euna Solutions
📍 Oakville