--- title: 'Technical Support Analyst (Enterprise) at Clariti Cloud Inc.' canonical: 'https://feeny.ai/job/technical-support-analyst-enterprise-clariti-cloud-inc-canada-0mprrs8kvrdj' type: 'job' last_seen: '2026-09-06' --- # Technical Support Analyst (Enterprise) at Clariti Cloud Inc. - **Company:** Clariti Cloud Inc. - **Location:** Canada - **Work type:** remote - **Posted:** 2026-08-13 - **Last confirmed live:** 2026-09-06 - **Apply:** https://job-boards.greenhouse.io/clariticloudinc/jobs/7866401003 ## Job description Join our mission to provide governments with exceptional experiences so they can do the same for their communities! What do we do?💥 We empower governments to deliver exceptional citizen experiences. Check out our [‘About Us’](https://www.claritisoftware.com/about-clariti) page for a deep dive into our product and what makes us exceptional. How will you help us make an impact? 👩‍💻👨‍💻 As a Technical Support Analyst, you are a core part of the team that keeps Clariti's customers running. You're a solution-oriented problem-solver who takes real ownership over the cases you carry - investigating thoroughly, communicating clearly, and following through without being asked twice. You know when to dig in independently and when to escalate, and you bring a level of care that makes every customer interaction better than the one before it. Reporting to the Senior Manager, Customer Support, you serve as a primary point of reception for technical issues across Clariti's customer and partner base. You'll contribute to the team's knowledge base, support cross-functional collaboration, and grow your technical depth in a high-accountability environment where your work directly shapes the customer experience. Clariti is a Salesforce-native platform used by municipal governments to run permitting, licensing, land management, and financials. When something breaks for a city, our Support team is the first and last line of defense and because our product is built on Salesforce, that means troubleshooting both our proprietary application logic and the platform underneath it. If you can look at a case and work out whether the problem is in our code, in the customer's configuration, or in the platform itself  this is your role. As a Technical Support Analyst at Clariti, you’ll get to: - Case Resolution and Ownership Manage a queue of active support cases from intake to close. Investigate issues thoroughly, apply known troubleshooting patterns, and escalate with full context when a case exceeds your scope. Follow Technical Support SOPs and keep your cases moving without requiring repeated follow-up. - Customer Communication Translate technical findings into plain language that customers at any level of sophistication can act on. Set accurate expectations, communicate proactively when issues take time to resolve, and maintain a tone that keeps customers confident throughout the process. - Issue Resolution Troubleshoot and resolve technical issues related to Clariti's SaaS products, applying your knowledge of cloud infrastructure, APIs, and system configuration. Know when a problem is within your scope and when it needs to go higher - and make that call with context, not just a hand-off. - Documentation Record troubleshooting steps, findings, and resolutions accurately in the CRM. Your documentation should be thorough enough that a peer can pick up where you left off without needing to ask. - Knowledge Base Contributions Contribute to knowledge base articles, best practice guides, and team runbooks when you identify patterns or gaps. Foster a culture of continuous learning that improves self-service outcomes for customers. - Adoption Support Contribution Assist Senior Analysts with Adoption Support tasks for premium customers - including validating configuration changes, preparing audit documentation, and learning the scope and change-management practices that govern this work. - Cross-Functional Collaboration Work closely with Product, Development, QA, and Professional Services to escalate issues, surface trends, and advocate for customer needs. Bring clear reproduction cases and specific context - not just a problem, but what you already know about it. - Continuous Learning Stay current on product features, enhancements, and industry developments. Use AI tools to enhance your support workflows - surfacing solutions faster, drafting documentation, and identifying patterns in recurring issues. What do you bring to the team? - Salesforce platform troubleshooting 2+ years, hands-on. You've worked inside a Salesforce org as an admin, support engineer, or ISV/AppExchange product specialist. Specifically, you're comfortable: - Navigating the nuances of Salesforce Object configurations, including record types, relationships, and custom setups - Monitoring system and debug logs to pinpoint the exact sequence of execution - Debugging Flow and workflow automations to isolate specific failure points and root causes - Validating user access across the security model, from permission sets to role hierarchies and sharing rules - Diagnosing page layout visibility, field-level security constraints, and validation rule logic conflicts - Diagnostic Precision. You'll parse ambiguity to determine if a failure originates in Clariti's code, a customer's specific configuration, or the underlying Salesforce platform. You provide proof through system logs and SOQL queries rather than relying on guesswork. - End-to-End Case Management. You take full ownership of your queue, driving issues from initial intake to final resolution. By adhering to Support SOPs and documenting every investigative step within the CRM, you ensure a seamless hand-off or pick-up for any teammate. - Stakeholder Communication. You translate complex technical findings into clear, actionable language for customers. By setting accurate expectations and maintaining a professional tone, you keep our users confident throughout the troubleshooting lifecycle. - Evidence-Based Escalation. You discern exactly when an issue requires specialized Engineering or Product resources. Your hand-offs are comprehensive, including documented reproduction steps and a clear summary of what has already been ruled out. - Knowledge Contribution. You proactively scale the team's impact by authoring runbooks and knowledge base articles. Every resolved case is an opportunity to improve future resolution times for the entire support organization. - Adoption Support. You'll assist Senior Analysts with configuration audits and change-management tasks for our Premium tier customers, growing your technical depth and understanding of enterprise-level service delivery. - AI-Driven Efficiency. You utilize AI tools to accelerate resolution paths and identify emerging queue trends, ensuring all outputs are technically validated before they reach a customer. Bonus Points 🎉 - Background working for an AppExchange partner or Salesforce ISV providing support for native applications - Credentials such as Salesforce Certified Administrator or Platform App Builder - History of assisting civic technology, public sector, or municipal government entities - Technical literacy in Lightning Web Components or Apex code - specifically for diagnostic purposes - Familiarity with the SDLC, Jira, and structured defect intake processes - Proven track record of authoring team runbooks and internal support documentation - Understanding of deployment mechanics, including the use of change sets and sandbox environments - Experience interfacing with implementation partners or third-party service providers What’s in it for you?🫵 We invest in and empower our team members with competitive compensation packages, well deserved time off and benefits to keep you and your family healthy! * 💰 The base salary range for this role is expected to be between $70,000 - $95,000 CAD based on the candidate’s skills, experience, and qualifications while considering internal pay equity and our broader pay philosophy. 💰 If you have questions about compensation as we move through the process, we’re happy to discuss further. *Benefits depend on employment type (full-time, part-time, contract, etc). Things to Note 📝 Background checks - Because our customers trust us with sensitive information, we require all successful candidates to undergo comprehensive background checks before joining our team. We focus strictly on global sanctions and criminal offences that are directly relevant to employment at Clariti, and follow all applicable privacy and human rights legislation. Travel- Although we operate as a remote company, all roles are expected to participate in occasional travel for in-person company-wide or departmental meetings, typically 1-2 times per year. Additional travel requirements specific to the role, if any, will be outlined in the job description. We're committed to building an inclusive culture where our team members take ownership over projects, tasks, and outcomes; bring a growth mindset to drive continuous learning and self-development; have the ability to communicate courageously in a direct but respectful way; and are customer-focused by keeping the customer at the heart of decision-making. It’s the diversity of our team that helps us make better decisions, by leveraging the diversity in thought & experience across to create impactful solutions as we explore new paths & challenges as we grow. We’re working to create a workplace and team that is as diverse as the communities we serve. We welcome and encourage candidates of all backgrounds to apply. Questions? We are here to help If you require accommodations in completing an application, interviewing, completing any pre-employment testing, or otherwise participating in our hiring process for any reason, please direct your questions to hr@claritisoftware.com and we’ll be happy to support you. ## About Clariti Cloud Inc. ## Company Overview - **One-liner**: Clariti Cloud Inc. provides cloud-based permitting and community development software for governments of all sizes, with a growing focus on AI-powered plan review. - **Entity Type**: Private (acquired by Explora Partners, has raised funding; stage not disclosed) - **Headquarters**: Canada (remote-first across Canada and United States) - **Founded**: 2008 (as BasicGov; rebranded to Clariti in 2020) - **Founders**: Originally founded by a group of government employees; current Co-CEOs are Cyrus Symoom and Jake Dancyger (Jake transitioned to Executive Chairman in April 2026) ## Core Business - **Primary industry**: Government Technology (GovTech) – permitting, licensing, and community development software - **Target customers**: Local, state, and provincial governments (B2G) – small/mid-sized through large/high-volume departments - **Mission statement**: “Provide governments with exceptional experiences so they can do the same for their communities.” Vision of making government services as straightforward as consumer applications. ## Products & Services - **Clariti Enterprise**: Comprehensive permitting software for large governments with high volume and complex requirements; highly configurable, built with government input, includes premium support and partner network. - **Clariti Launch**: Permitting software for small to mid-sized governments; go-live in weeks, real-time code updates, covers 99% of code books. - **CivCheck**: AI plan review software that automates checking of building plans against codes; every AI interpretation still requires staff review and approval; supports every check, easy to manage without code. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed (private company) - **Key Metric**: Not publicly available (no revenue or funding disclosed); notable growth milestone: acquisition of Camino Technologies in 2023. - **Notable Investors / Partners**: Explora Partners (investment firm that acquired BasicGov); partners with leading governments including Phoenix, AZ, and Orange County, CA; also works with state governments like Ohio, Michigan, Massachusetts. - **Growth Signals**: - Acquired Camino Technologies in 2023 to serve small to mid-sized governments - Trusted by “leading governments across North America” - Active AI acceleration strategy with dedicated AI committee, AI-enabled Slack channel, lunch & learns, and company-paid AI tools (ChatGPT, Claude) - Expanding headcount with open roles in engineering, sales, customer experience, and professional services ## Competitive Advantages - First true cloud-based permitting solution and first on the Salesforce platform (BasicGov legacy) - Highly configurable platform – staff can make many basic updates in-house without code - Offers solutions for all government sizes (Launch, Enterprise, CivCheck) under one company - AI embedded in product (CivCheck) and internal operations – differentiator in GovTech space - 100% remote-first culture with flexible hours and cross-country talent pool ## Strategic Focus - **AI Acceleration**: Embedding AI into both products (CivCheck, future features) and internal workflows to improve efficiency and user experience - **Community Development**: Sole focus on comprehensive community development solutions (permitting, licensing, plan review) rather than broader municipal software - **Scaling to all government sizes**: Continuing to serve small through large jurisdictions, with emphasis on high-volume, complex requirements ## Why Work Here - **Remote-first**: 100% remote across Canada and the US; flexible hours with core overlap 9AM-2PM PST - **Compensation & Benefits**: - Competitive total compensation - 30 paid days off (3 weeks vacation, 8 flex days, 2 holiday observance days, 1 winter holiday day, 4 team appreciation days) - Extended benefits (medical, dental, vision) starting day one - $500 annual wellness spending account - $300 home office setup + $150 quarterly WFH budget - Annual professional development budget - Tech tools: Mac/PC, Google Workspace, Zoom, Slack, Confluence/Jira - **Culture**: Hires for *culture-add* (diversity of thought), not culture-fit; emphasizes growth mindset, courageous communication, customer focus, and taking ownership - **AI Culture**: Employees encouraged to use AI; company provides paid ChatGPT/Claude accounts, internal AI committee, lunch & learns - **Leadership**: Flat structure with access to Co-CEOs; two Co-CEOs split responsibilities (Product/Engineering/CX under Jake, Sales/Marketing/People/Finance under Cyrus) - **Hiring Process**: Equitable, no AI resume filtering; all applications reviewed by human hiring team ## Sources 1. [claritisoftware.com](https://www.claritisoftware.com/) 2. [claritisoftware.com/about-clariti](https://www.claritisoftware.com/about-clariti) 3. [claritisoftware.com/careers](https://www.claritisoftware.com/careers) 4. [claritisoftware.com/leadership-team](https://www.claritisoftware.com/leadership-team) 5. 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