Support Analyst

We’re looking for a Support Analyst to join our team for an 18-month Maternity Leave contract beginning in January 2026 (Start date TBD). This is a remote position, and is open to candidates currently residing in Canada or the US.

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As a Support Analyst at Flashfood, you’ll be a key member of the Customer Support team, responsible for ensuring a seamless experience for our users and partners. You’ll combine technical expertise, analytical thinking, and strong communication skills to diagnose, troubleshoot, and resolve complex issues across our platform.

In this role, you’ll work closely with the customer support, engineering, and product teams to investigate incidents, analyze data, and identify root causes - going beyond quick fixes to drive lasting improvements. You’ll monitor system performance, develop workarounds when needed, and ensure timely, empathetic communication with all stakeholders.

What You'll Do

Technical Support & Troubleshooting

• Triage and resolve technical issues across the Flashfood platform, identifying root causes and providing timely solutions.
• Monitor system performance and analyze logs, dashboards, and data to detect issues or trends.
• Write and run SQL queries to validate data, investigate incidents, and support decision-making.
• Track recurring issues and collaborate on long-term fixes to prevent future incidents.

Collaboration & Escalation

• Partner with Engineering, Product, and Operations teams to escalate complex issues with clear documentation and context.
• Participate in incident management to ensure quick resolution and effective communication.
• Support the Customer Support team by handling technical escalations and ensuring a seamless user experience.

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What You Bring

• Exceptional attention to detail with strong analytical, prioritization, and time management abilities in fast-paced environments
• Excellent written and verbal communication skills
• 1+ year of experience in IT support, QA engineering, and customer service
• Proficient with mobile applications across Android and iOS platforms
• Skilled in working with REST APIs and JSON data
• Hands-on experience with MongoDB, SQL, and other data stores
• Experienced in log analysis and debugging using monitoring tools