{"id":1191229,"url":"https://alion.io/job/canoe-intelligence-senior-support-analyst","title":"Senior Support Analyst","company":{"id":1941659,"name":"Canoe Intelligence","domain":"canoeintelligence.com","url":"https://alion.io/company/canoeintelligence","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-25T05:45:01Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Jacksonville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Jira","optional":false},{"name":"Machine Learning","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Wi-Fi","optional":false}],"status":"live","first_seen_at":"2026-09-21T21:18:10Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-25T08:49:06Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"COMPANY: Canoe Intelligence\nWEBSITE: https://canoeintelligence.com/\nTITLE: Senior Support Analyst\nLOCATION: Jacksonville, FL or New York City, NY (hybrid)\nSALARY: $85,000 - $95,000 base salary + bonus (based on Jacksonville, will be adjusted for geo)\nThe Role:\nIf you love client interaction and supporting customer needs on a day to day basis, we’re looking for you. As a Senior Support Analyst, you’ll be working alongside the Support team to manage client inquiries and act as a point of contact for client requests. In this role, you’ll have the unique opportunity to act as a subject matter expert, educate clients on our breakthrough technology, and build Canoe’s business alongside our growing team. This role reports into the Manager of Support.\nWhat You’ll Do:\nBecome a Canoe product expert and understand how Canoe’s proprietary machine learning technology adds value to our clients workflows\n\nTroubleshoot and resolve some of the most complex issues that our clients report\n\nBe an escalation point of contact for Canoe’s production customer base and junior support resources, answering cases related to how-to’s, troubleshooting, and training\n\nLead cross-functionally with Canoe teams to solve client inquiries (i.e. the case)\n\nRespond to client inquiries in a consistent, concise and timely manner\n\nTake on an urgent or critical issue a client reports immediately after being reported\n\nEducate new and existing resources on functionality and internal processes\n\nCollaborate with Canoe’s Product team to relay ideas/feedback and track the resolution of reported bugs\n\nCoordinate with Canoe’s Data Operations Team to absorb client feedback into Canoe’s technology to positively impact future systematic collection of data\n\nWork directly with the Relationship Management team on clients in an escalated situation\n\nFacilitate enhanced client experience by contributing videos and articles to Canoe’s Knowledge Base\n\nConduct client trainings focused on foundational functionality and best practices\n\nBe a thought-partner on larger initiatives involving Support and take lead on those projects\n\nBe a technical contact for Canoe’s customers and internal resources, related to how-to’s, troubleshooting, and training, including the Canoe API and other product integrations\n\nWhat We’re Looking For:\nRequired:\nClient-centric; a genuine interest to deliver results for customers\n\nEnjoys working in a collaborative environment, sharing best practices, and supporting teammates\n\nCan thrive off being a self-starter early in in the day, prior to US business hours\n\nAnalytical, data-driven self-starter that is detailed-oriented and resourceful\n\nProblem-solver who thrives in diving into details when required\n\nBasic understanding of SQL, APIs and Python\n\nExperience (including internships) with Client Support tooling & reporting, such as Salesforce, Zendesk, Jira, Confluence\n\nSomeone that enjoys leaning in on new initiatives; specifically AI initiatives that will propel the Canoe Support team into the future\n\nPreferred:\nPrior experience (including internships) with management consulting, business process outsourcing, or technology related professional services\n\nKnowledge of alternative investments\n\nWhat You’ll Get:\nMedical, dental, vision benefits\n\nFlexible PTO\n\n401(k)\n\nFlexible work from home policy\n\nHome office stipend\n\nEmployee Assistance Program\n\nGym/Wifi reimbursement\n\nEducation assistance\n\nParental Leave\n\nOur Values:\nClient First -> Listen, and deliver client-centric solutions\n\nBe An Owner -> Take initiative, improve situations, drive positive outcomes\n\nExcellence -> Always set the highest standard for yourself and others\n\nWin Together -> 1 + 1 = 3\n\nWho We Are:\nCanoe is reimagining alternative investment data processes for hundreds of leading institutional investors, capital allocators, asset servicing firms and wealth managers. By combining industry expertise with the most sophisticated data capture technologies, Canoe’s technology automates the highly-frustrating, time-consuming, and costly manual workflows related to alternative investment document and data management, extraction and delivery. With Canoe, clients can refocus capital and human resources on business performance and growth, increase efficiency, and gain deeper access to their data. Canoe’s AI-driven platform was developed in 2013 for Portage Partners LLC, a private investment firm.\nCanoe is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.","description_format":"text","description_chars":4918,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Education assistance","Flexible schedule","Home office","Parental leave"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Software & Embedded Finance","Document AI"],"lifecycle":[{"event":"open","at":"2026-09-24T16:52:46Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":3,"expected_fill_days":42,"reasons":["conf:8","win:early"],"computed_at":"2026-09-25T05:45:01Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":false},"html_url":"https://alion.io/job/canoe-intelligence-senior-support-analyst","json_url":"https://alion.io/job/canoe-intelligence-senior-support-analyst.json","meta":{"generated_at":"2026-09-26T00:30:42Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":429,"day_limit":5000,"remaining_today":4571,"minute_limit":60,"resets_at":"2026-09-27T00:00:00Z"}}}