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Technical Support Analyst, IT
The Position As a Technical Support Analyst I, you are part of a best‑in‑class Global Support Team and serve as the first point of contact for end users around the world. In this role, you provide hands‑on technical support to ensure customer inquiries are handled professionally, efficiently, and within agreed timeframes. Support requests will range from connectivity and licensing issues to geoscience solution–specific challenges. The Support Team plays a strategically important role in our customers’ success and in the future growth of the business. Our goal is to deliver a world‑class support organisation that can scale effectively as Seequent continues to grow. In this role, you will have the opportunity to: · Act as a first point of contact for entry‑tier support requests, working directly with customers via email, phone, or remote sessions to provide accurate, timely resolutions. · Analyse, prioritise, triage, and track support tickets, ensuring issues are followed through to satisfactory resolution and escalating more complex matters to appropriate teams as required. · Provide entry‑level support across all Seequent products or support areas, including licensing, user administration, installation, network connectivity, and system configuration. · Contribute to the delivery of a world‑class support service through effective listening, clear communication, customer education, and a strong service mindset. · Apply Knowledge‑Centred Support (KCS) principles by creating, maintaining, and re‑using structured knowledge base content that supports customers and internal teams. · Support the development of self‑help and learning resources (e.g., quick start guides, learning paths, and on‑demand training) to assist customers through onboarding and ongoing product use. · Collaborate with escalated support, sales, development, and other internal teams to improve processes, define service levels, and contribute to cross‑functional initiatives and project work under supervision. · A post‑secondary degree or diploma (Data Management, Computer Science, Information Technology, or related discipline preferred). · A minimum of 2 years’ experience in a technical support role (e.g., database management, IT support, or application support). · High computer literacy with intermediate knowledge of internet networking, proxy and firewall configurations. · Intermediate knowledge of Windows operating systems (server and client). · Familiarity with earth science applications such as Leapfrog or Oasis Montaj is considered an asset. · A strong customer service orientation with excellent analytical, troubleshooting, and problem‑solving skills. · Excellent written and verbal communication skills in English; additional language skills are an asset. · Strong organisational skills with the ability to multitask, prioritise, and manage competing demands under tight time constraints. · The ability to build effective working relationships with internal and external stakeholders. · A self‑motivated approach with the ability to work effectively with minimal supervision. Additional
This role is based in our Toronto, ON office, operating on a hybrid schedule with three days in the office and two days working from home. It is a full-time position, Monday to Friday, from 9:00am to 5:00pm In the future, this role may transition to a shift‑based schedule to meet business needs. Potential schedules may include four 10‑hour shifts per week with weekend work, provisionally projected as Sunday–Wednesday or Wednesday–Saturday, 7:00am–5:30pm.
To be successful in this role, you should have:
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At Seequent, we champion the uniqueness of each individual. Our commitment to inclusiveness, equity, and accessibility is fundamental to who we are. If you require accommodation during our recruitment process, please let our Talent Acquisition team know. We are here to ensure a fair opportunity for all.
Our people – Working at Seequent means becoming part of a community of collaborative innovators with insatiable curiosity and a passion to make a difference. Seequenteers are experts at what they do, visionaries with bold ideas for the future, and driven by a desire to make meaningful change.
Our culture – At Seequent you’ll be encouraged to Find a Better Way, Think Customer, Collaborate Enthusiastically, Exceed Expectations and Take Ownership, no matter what role you’re in. Our values define a culture of open mindedness, connected teams despite geographical distance, transparent communication, and leadership at any level, where everyone is welcome as their authentic self.
Our offices – Seequent operates from offices all over the world; as part of the Bentley Systems family. Our office hubs are fueled by barista-crafted coffee, games, table tennis, Lego, online trivia battles, and regular office team events. We like to celebrate our wins with cake too, lots of cake.
Benefits – Competitive salary, flexible working, a paid day each year to volunteer, an employee share purchase plan in most locations, rewards & recognition program, continuous learning and career growth opportunities, internal engagement events, culture & wellbeing program, personal support resources. Additional benefits are unique to each location Seequent resides in.