Contour
Tech / AI / Software
TechnicalSupportAnalyst(Level3)
Neural analysis suggests this role is
optimal for Entry candidates.
“Technical Support Analyst (Level 3) at Contour. Skills: Advanced SQL proficiency, troubleshooting production ERP or CIS systems, root cause analysis, Excellent written and verbal communication skills. Act as Tier 3 escalation point for complex product, database, configuration, and integration issues. Perform structured root cause analysis across application, database, configuration, and infrastructure layers”
Industry & Context.
advanced troubleshooting; root cause analysis; database investigation; performance diagnostics; systems thinking; structured root cause analysis methodology; Ability to mentally simulate transaction flows
What They're Looking For.
Must Have
Advanced SQL proficiency (complex joins, aggregations, casting, performance tuning, execution plans), understanding of relational databases and data integrity principles, Experience troubleshooting production ERP or CIS systems, Ability to analyze stored procedures, scheduled jobs, background services, and integrations, Solid knowledge of billing cycles, financial postings, and transactional workflows, Familiarity with Windows Server environments and basic networking concepts, Ability to rapidly learn and retain complex, customer-specific system configurations, systems thinking – understand interactions between configuration, data, workflows, and code, Skill in reconstructing system behavior from configuration and data patterns, High pattern recognition across multiple customer implementations, Structured root cause analysis methodology, Ability to mentally simulate transaction flows (meter read → billing → GL posting → reporting), Risk awareness regarding downstream impacts of changes, Excellent written and verbal communication skills (non-negotiable), Ability to explain complex technical concepts clearly to non-technical users, documentation skills, Effective collaboration with R&D, Professional Services, and Support teams, Ownership mindset with end-to-end accountability, Positive, results-oriented attitude, Ability to multi-task and meet deadlines in a fast-paced environment
Nice to Have
Experience with VM environments (e. g. , Microsoft Azure), 2+ years of technical customer support experience, Demonstrated ability to work effectively in a collaborative team environment, Experience with utility billing, Accounts Receivable, or Inventory software
What You'll Do.
Act as Tier 3 escalation point for complex product
and integration issues
Perform structured root cause analysis across application
and infrastructure layers
Analyze and internalize customer-specific configurations
Reconstruct operational workflows from configuration and data patterns
financial posting (GL/AP/AR)
and interface anomalies
Troubleshoot and resolve product issues reported by clients within service agreement timeframes
Write and execute advanced SQL queries for investigation
and safe data corrections
Validate defects and provide reproducible cases to R&D
Identify systemic trends and recurring technical issues
Assess data integrity risks and recommend corrective actions
Respond to support requests via phone
and remote interact with clients to address inquiries
Log and document all cases in the CRM
Collaborate with R&D on bug fixes
and custom work requests
Participate in quarterly software upgrade rollouts
Create and maintain Knowledge Base articles
Document findings clearly for Support
Professional Services
How You'll Work.
Team & Collaboration
close collaboration with R&D and Professional Services teams; Collaborate with R&D on bug fixes, enhancements, and custom work requests; Effective collaboration with R&D, Professional Services, and Support teams
Communication Scope
Excellent written and verbal communication skills (non-negotiable); Ability to explain complex technical concepts clearly to non-technical users
Full Job Description
_**About Contour**_ [Contour Software](http://contour-software.com/) has grown from a dozen people to over 2,000 staff across 3 cities, in less than 14 years. As a subsidiary of Constellation Software Inc., we are proud to be part of a global enterprise software conglomerate that has grown to become one of the top 10 software companies in the world, with employees and customers in 100+ countries. With a broad-based and ever-growing portfolio of market-leading, vertical-market enterprise solutions covering more than 100 industry domains in predominantly mature markets, CSI's recipe creates the perfect environment for professionals to build fulfilling, long-term careers. What started as an R&D & Accounting back-office, has progressed into a full-service Global Centre serving all functions and departments, at the divisional as well as operating group/corporate level. Today Contour employees, located in Karachi, Lahore & Islamabad, are serving CSI divisions located in time zones spanning the globe, from Sydney to Vancouver. With the global growth of Constellation as the wind in our sails, we are only just getting started! **inHANCE** is seeking a qualified individual with a strong technical background to join their customer support team as a Level 3 Technical Support Analyst. The Level 3 Technical Support Analyst serves as the highest tier of technical escalation for our CIS/ERP Solutions. As a Support Specialist/Analyst you will be responsible for providing exceptional customer service and software support via phone, e-mail, chat messaging and various remote connection products for our customer CIS software. This role focuses on advanced troubleshooting, root cause analysis, database investigation, performance diagnostics, and close collaboration with R&D and Professional Services teams. **Key Responsibilities** • Act as Tier 3 escalation point for complex product, database, configuration, and integration issues • Perform structured root cause analysis across applicati
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