Technical Support Analyst | Analyste du support technique …, Montreal

Company Overview Jesta I.S. is a leading supplier of ERP software for the apparel, footwear, and soft-goods industries. Our global client base includes many recognizable brands and continues to grow. Position Summary We're looking for a Senior Technical Support Analyst to join our Customer Support team. In this role, you will act as a technical subject‑matter expert supporting our enterprise ERP solutions, resolving complex client issues, leading escalations, and driving continuous improvement across support processes and documentation. You will work closely with Development, Product, and QA teams while mentoring team members and contributing to high client satisfaction. This is a senior individual‑contributor role with solid technical ownership, leadership influence, and growth opportunities. Responsibilities - Provide expert‑level technical support across multiple ERP modules, resolving complex functional, technical, and data‑related issues. - Write, optimize, and troubleshoot advanced SQL queries, including complex data manipulation and performance tuning. - Independently analyze, deliver, and validate complex code fixes while ensuring system stability and data integrity. - Lead the resolution of high‑impact, escalated, and critical incidents, including after‑hours support when required. - Drive Knowledge Base strategy, including documentation standards, training materials, and knowledge‑sharing practices. - Mentor and coach technical support analysts, providing guidance, technical leadership, and professional development support. - Lead and participate in client discussions, issue review meetings, and strategic planning sessions. - Collaborate cross‑functionally with Development, Product, and QA teams to reduce recurring issues and improve product quality. - Identify, lead, and implement process improvements and automation initiatives within support workflows. - Demonstrate ownership, accountability, and leadership in ensuring exceptional client satisfaction and team performance. Qualifications Experience & Knowledge - 5+ years of experience in technical support within enterprise software or SaaS environments - Strong experience supporting complex ERP systems across multiple functional modules - Expert‑level SQL skills, including advanced queries, data manipulation, and optimization - Proven ability to independently resolve complex technical and data‑related issues - Experience collaborating with engineering teams and contributing to product and process improvements Education - Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience - Advanced certifications in SQL, databases, or ERP platforms are an asset Tools & Technologies - SQL / relational databases - ERP platforms (Jesta Vision Suite or similar) - Ticketing and SLA management systems - Application logs and debugging tools - Microsoft Copilot and AI‑assisted productivity tools - Jira, Azure DevOps, Confluence - Microsoft Teams, Outlook, SharePoint Skills & Competencies - Advanced technical troubleshooting and root‑cause analysis - Strong SQL and data integrity expertise - Code literacy and technical documentation skills - Leadership, mentorship, and knowledge‑sharing capability - Clear and professional communication with technical and non‑technical stakeholders - Solid prioritization and time‑management skills - Process improvement and automation mindset - Effective use of AI tools to improve productivity, analysis, and documentation Benefits - Health coverage (medical, dental, disability, and life insurance) - Wellness program (gym membership reimbursement) - Professional growth (training platforms, career development fee subsidy, etc.) - Company events - Referral program - Flexible schedule Additional Information - This is a hybrid role, 2 days working in the office in Montreal, QC is required. Apply on Kit Job: kitjob.ca/job/2prae4