{"id":2030204,"url":"https://alion.io/job/eagle-eye-junior-support-analyst","title":"Junior Support Analyst","company":{"id":51456,"name":"Eagle Eye","domain":"eagleeye.com","url":"https://alion.io/company/eagle-eye","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":["GB","CA"],"hiring_countries_total":2,"salary":{"min":55000,"max":64000,"currency":"CAD","period":"year","gross":null,"usd_annual":44880},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GCP","optional":false},{"name":"ITIL","optional":true},{"name":"New Relic","optional":true}],"status":"live","first_seen_at":"2026-10-07T14:06:08Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-09T01:48:20Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"About the role\nThe Support Team at Eagle Eye is a global team based in the UK, Canada, and Australia, handling all internal and external customer requests. With a team of 11 and growing, they manage 500-600 tickets weekly via Zendesk, owning issues from start to finish. Tasks range from assisting with IT equipment, guiding customers on the platform, and troubleshooting transactions using tools like Google Cloud and other third-party systems.\nThe role requires learning multiple systems and understanding customer use of Eagle Eye products. Collaboration and teamwork are key, as no one knows everything, and answers are found together. The team works a 24/7 shift pattern (5 days out of 7, with variable start times) to ensure global coverage. Joining the Customer Care team is an excellent career springboard, with many members progressing into other roles within Eagle Eye.\nTypical duties\nProactively nurturing existing customer relationships by providing an excellent level of customer service on a day-to-day basis\nResolving all customer issues and complaints quickly and tenaciously, ensuring that the integrity of the relationship is maintained\nDelivering a professional service to our customers;\nCommunicating effectively over the telephone, striving for one call resolution\nCommunicating via email, responding swiftly to any queries or requests for information\nDeveloping and maintaining effective communication channels with all departments, ensuring that necessary support and information is transferred\nDocumenting known issues and workarounds in a concise and clear manner\nUsing existing solutions to assist in troubleshooting and escalation of issues\nSharing knowledge with other team members and other teams within the business\nExpanding the role through knowledge transfer from other teams \nWorking within defined SLAs \nHaving a full understanding of our clients’ use of our platform and service\nTroubleshooting issues through log inspection, testing and 3rd party applications\nEscalating and communicating to 3rd line and development teams whilst keeping clients informed\nEnsuring compliance processes are followed at all times\nAny other additional tasks as required to support the team and business objectives\nAbout you\nYou are\nOrganised\nAble to work autonomously\nA strong team player\nAble to solve problems and view potential solutions\nAble to learn and adapt quickly\nA good communicator\nRequirements\nYou have\nExperience of working in an IT support role\nExperience in problem-solving in a high volume fast-paced environment\nA commitment to providing an outstanding level of customer service\nExcellent communication skills both written and oral\nExceptional attention to detail\nThe ability to self-manage workload\nThe enthusiasm to learn new things and continually develop\nThe desire to resolve new and existing customer issues quickly and efficiently\nThe desire to make sure the next person succeeds\nExperience in Coupons, Loyalty and Stored Value (desirable)\nITIL foundation or equivalent (desirable)\nExperience of reading JSON and XML (desirable)\nExperience of google cloud logging (desirable)\nExperience of New Relic (desirable)\nExperience of API calls (desirable)\nBenefits\nA competitive base salary\nFlexibility to work from home/various office locations\nGenerous annual leave package including\n25 days paid annual leave\n5 days paid sick leave which if unused gets added to your annual leave the next year\nContributory 401K Plan\nMedical and dental benefits package for eligible employees and their dependents.\nSupport in continuous learning and self-development\nAccess to employee assistance program\nAccess to the paid Headspace app subscription\nMental Health First Aiders to support employee’s mental wellbeing\nEmployee Resource Groups focused on underrepresented groups in Eagle Eye, including Purple Women\nCharity Committee committed to organising events throughout the year to raise money for those less privileged\nCompensation: The expected base salary range for this role is $55,000- $64,000 CAD per year. Final compensation is determined by various factors including, but not limited to, relevant experience, technical skills, and specific certifications.\nVacancy Status: This is a posting for an existing, immediate vacancy.\nAl Disclosure: We use Al-enabled tools within our hiring platform (Workable) to help us screen for minimum qualifications and rank applicants based on their technical skills. All final hiring decisions and interview selections are made by our human recruitment team.\nInclusive Hiring: In accordance with Ontario's Working for Workers Four Act, we do not require \"Canadian work experience\" for this position. We welcome global talent and evaluate all candidates based on the technical and functional competencies outlined in the requirements section above.","description_format":"text","description_chars":4812,"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":["401k plan","Annual leave","Continuous learning"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Gift Cards & Loyalty Programs","Loyalty Programs","Marketing Automation"],"lifecycle":[{"event":"open","at":"2026-10-07T14:06:08Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":22,"reasons":["conf:0","win:early","comp:junior"],"computed_at":"2026-10-08T05:49:30Z"},"pay":{"stated_usd_annual":44880,"is_top_pay":false},"html_url":"https://alion.io/job/eagle-eye-junior-support-analyst","json_url":"https://alion.io/job/eagle-eye-junior-support-analyst.json","meta":{"generated_at":"2026-10-09T04:09:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3653,"day_limit":5000,"remaining_today":1347,"minute_limit":60,"resets_at":"2026-10-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":51456},"rest":"https://alion.io/mcp/rest/get_company?id=51456"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Feagle-eye-junior-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Feagle-eye-junior-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Feagle-eye-junior-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/eagle-eye-junior-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Feagle-eye-junior-support-analyst"}]}