Customer Support Analyst

Binary Stream is an award-winning ISV and SaaS company with over 25 years of experience delivering solutions built for Microsoft Dynamics. We are proud to be recognized as a BC Top Employer for 2026, marking our fifth consecutive year receiving this recognition. As well as one of Canada's Top Small & Medium Employers for 2026. With a global team and thousands of customers worldwide, we continue to grow while staying focused on what matters most – our people, our culture, and the impact of the work we do. We are a collaborative, inclusive team guided by our core values of Team, Innovation, and Growth. Position Summary We are looking for a Customer Support Analyst to join our team! Reporting to the Customer Support Lead, the Customer Support Analyst is primarily responsible for delivering support to VARs and users of Binary Stream’s products. The goal is to enable our customers to extract optimum value from their investment in our software, direct customers to our paid service offerings where appropriate, and to maintain a high level of customer satisfaction. The Customer Support Analyst is expected to collaborate closely with internal stakeholders, liaise effectively with domain experts as needed, and to generally minimize the impact of customer-reported incidents on the software development teams. As a Customer Support Analyst, your responsibilities will include: Customer Support & Issue Resolution: Solve issues encountered by customers engaged in implementing and using Binary Stream products. Obtain and record all information needed to replicate issues encountered by customers within their working environment. Use trace analysis, debug skills, source code, and diagnostic tools to perform initial analysis of issues. Use profiling tools to analyze software performance issues before involving more senior support personnel or the development team. Maintain oversight over the status of open tickets, ensuring appropriate communication with affected customers. Monitor the portal access support queue and respond to customer inquiries as needed. Provide pre-sales trial support to strategic or traction opportunities as required, including assistance with implementation if included in the trial scope. Help the Professional Services team in performing product installations and replicating or reporting issues as necessary. Ticket Management & Escalation: Create a support ticket for each newly reported customer issue and ensure the content and status of each ticket is kept current. Escalate complex issues to senior support personnel or the development team when initial analysis suggests it's necessary. Involve the appropriate Development team member in resolving customer-reported issues related to software defects. Knowledge Sharing & Process Improvement: Contribute to continuous improvement within the Customer Support function by using retrospective feedback to enhance best practices and proactively sharing knowledge with others. Write internal and external knowledge base articles to share tips and best practices with team members and customers. Provide guidance, coaching, and support to other staff engaging in Customer Support activities. Administrative Duties: Fulfill administrative processes to ensure all reporting, contract management, and other functions are completed on time. Contribute to technical analysis and recommendations in response to customer escalations addressed to Binary Stream management. Be prepared to work outside of normal office hours when necessary. What You Bring Working knowledge of the Software Development Life Cycle (SDLC). Hands-on database query and reporting skills using SQL. Experience with Microsoft database technologies including SQL Server, SQL Server Management Studio, writing SQL queries and/or stored procedure, and SQL Server reporting services. Experience with programming and debugging in a programming language. 3+ years’ experience delivering customer software support, preferably in the financial ERP space. University degree in computer science or finance-related field. Bonus Points If You Have Experience working with Microsoft Dynamics GP, D365 Business Central or D365 Finance & Operations. Accounting experience. Software development experience. Compensation & Benefits At Binary Stream, we recognize the importance of competitive compensation. We benchmark annually against Canada’s tech sector to ensure our salary ranges remain current and compelling. Base Salary Hiring Range: $61,200-$73,400 This range reflects the starting compensation for new hires in a full-time capacity. Final offers are based on experience, skill set, and the unique value you bring. In exceptional cases, compensation above this range may be considered. Annual Performance-Based Bonus Employees are eligible for an annual performance-based bonus that reflects both individual performance and company-wide results. Benefits 3 weeks of paid vacation Extended health and dental benefits Health and personal spending accounts Professional development funds RRSP program and stock options Annual performance bonus Why Join Binary Stream At Binary Stream, we empower people to do their best work and grow their careers. Here’s what sets us apart: Competitive total rewards. A total compensation package that reflects your impact and supports your well-being. Flexible work. Choose between remote work or occasional office days - your schedule, your choice. Wellness culture. We prioritize balance through wellness initiatives and flexible schedules. Growth opportunities. Access to learning programs, mentorship, and development funding. Transparent leadership. Our CEO leads with integrity and approachability - your voice matters. Connected teams. Quarterly events, cultural celebrations, and regular company-wide updates keep us engaged. Who We Are We’re a team of curious, collaborative, and driven individuals who: Solve problems together and support one another. Stay humble, open to feedback, and accountable. Lead with integrity and take ownership. Embrace change and explore new ideas. Share knowledge and continuously improve. Use data to guide decisions and focus on results. Interested in contributing to a growing global organization? Apply now. Binary Stream Software Inc. is an equal opportunity employer. We’re committed to fostering a diverse and inclusive workplace where all qualified applicants are considered without regard to age, race, gender, sexual orientation, disability, religion, national origin, or any other protected characteristic. 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