Platform Support Analyst (L1)

Role overview

This opportunity is for a Platform Support Analyst (L1) in Canada, shared on behalf of a partner organization that handles the application and hiring process. The role sits at the front line of a busy platform support function and focuses on keeping Azure-based applications reliable and easy to use for a large community of travel professionals.

You will be the first contact for platform-related issues, balancing troubleshooting, escalation coordination, monitoring, and user support. The position calls for careful attention to detail, a service-oriented approach, and the ability to work closely with technical teams, developers, and stakeholders. It is a strong entry point for building practical experience in cloud application support, incident handling, and operational support processes.

Key responsibilities

• Act as the initial support contact for questions, incidents, and service requests related to platform applications.
• Investigate issues, apply first-line fixes where possible, and route complex problems to development or infrastructure specialists.
• Keep an eye on application health and spot possible problems early so they do not affect users.
• Update and maintain support materials such as internal knowledge articles and process guides.
• Assist with user training to help people adopt the platform more effectively and use it with confidence.
• Capture user feedback and pass it along to support ongoing improvements to the platform.
• Coordinate with cross-functional teams to resolve incidents quickly and communicate clearly throughout the support process.

Required experience and technical background

• At least 1 year of experience in application support, technical support, or an IT service desk environment.
• Strong diagnostic and analytical ability, with a methodical approach to resolving problems.
• Hands-on familiarity with ticketing platforms and ITIL-style incident workflows, such as ServiceNow.
• Working knowledge of REST APIs, application log review, and monitoring tools such as Dynatrace or similar solutions.
• Basic SQL skills and understanding of relational databases such as SQL Server or equivalent.
• Exposure to Active Directory and general IT infrastructure concepts.
• Awareness of cloud environments, ideally Azure, and web server platforms such as IIS.
• Clear communication skills, a customer-first attitude, and strong attention to detail.
• Availability to work rotating shifts, including weekends, in a 365-day support setting.

Compensation and benefits

• Market-aligned base pay, with compensation around 50,000 CAD depending on experience.
• Performance-linked bonus and incentive plans based on individual and business results.
• A full benefits package, including healthcare coverage.
• Direct exposure to Azure-based cloud applications and enterprise support operations.
• Opportunity to strengthen technical capabilities in APIs, databases, cloud services, and monitoring tools.
• A structured shift schedule designed to provide predictable coverage and operational balance.
• Potential for career growth within a large multi-business organization.

Application and hiring process

This posting is managed by a partner company, which also oversees applications and the next steps in the hiring process. Applications are reviewed using an AI-assisted matching process that compares candidates against the core requirements. The shortlist is then sent to the hiring employer, whose internal team manages interviews, assessments, and the final decision.

Privacy and AI notice

By submitting an application, candidates acknowledge that their personal data may be processed to evaluate eligibility and shared with the employer as part of recruitment activities. This is done on the basis of legitimate interest and pre-contractual steps under applicable data protection laws, including GDPR, where relevant. Candidates may exercise rights such as access, correction, deletion, or objection at any time.

Artificial intelligence tools may also be used to assist with parts of the recruitment workflow, including resume review, application analysis, response assessment, and consistency checks. These tools support the recruitment team but do not replace human judgment, and all final hiring decisions are made by people.