waterloo, on support analyst Jobs – 79 Openings This Week

Senior Customer Insights Analyst
Lone Wolf Technologies —Cambridge, ON
- $117,000–$153,000 a year
- Full-time
- Remote
- Salesforce
- Communication skills
Quick apply
.NET Software Developer
Descartes —Waterloo, ON
- $65,000–$85,000 a year
- Full-time
- Azure
- DevOps
- English
- Flexible schedule
Program Manager
ATS Automation Tooling Systems Inc. —Cambridge, ON
- $128,000–$176,000 a year
- AutoCAD
- PMP
- Word processing
- Employee stock purchase plan
- Dental care
Quality Engineer Lead
Manulife —Waterloo, ON
- $113,000–$163,000 a year
- Full-time
- Continuous improvement
- APIs
- AI
- Disability insurance
- Dental care
Project Manager
RideCo —Waterloo, ON
- $80,000–$120,000 a year
- Microsoft Excel
- PMP
- Engineering
- Dental care
- Flextime
Quick apply
Data Engineer
Ontario One Call —Guelph, ON
- $96,000–$110,000 a year
- Azure
- Computer Science
- Engineering
6d
Product Analytics Manager
Jobber —Kitchener-Waterloo, ON
- $121,000–$163,600 a year
- Full-time
- Hybrid work
- SQL
- Analysis skills
- Leadership
Engineering Manager, Group Benefits Technology
Manulife —Waterloo, ON
- $113,000–$163,000 a year
- Full-time
- Azure
- DevOps
- Java
- Disability insurance
- Dental care
19h
Strategy and Project Consultant
Grand River Hospital —Kitchener, ON
- Full-time
- Microsoft Word
- Microsoft Excel
- Engineering
Supervisor, Total Compensation
Waterloo Regional Police Service —Cambridge, ON
- $103,866–$122,195 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Dental care
- Tuition reimbursement
Senior Systems Developer
The Co-operators Group Limited —Guelph, ON
- $72,847–$121,411 a year
- Computer Science
- Salesforce
- DevOps
Quick apply
1d
Bilingual Service Desk Analyst - Analyste du bureau de service Bilingue
Compugen Inc —Canada
- $23–$26 an hour
- Hybrid work
- Bilingual
- Computer Science
- Software troubleshooting
9d
Analyst, Program Delivery Controls
Metrolinx —Canada
- $93,798 a year
- Full-time
- PMP
- Engineering
- Project management
9d
Data & Reporting Specialist (Workforce Planning)
Metrolinx —Canada
- $82,683 a year
- Full-time
- Microsoft Excel
- Azure
- Computer Science
13d

Discover related jobs

Based on your search for support analyst jobs.

Growth Information Specialist
Region of Waterloo —Kitchener, ON
Undertakes and administers comprehensive studies and research projects relating to the immediate and long-term planning of the development of land, facilities,…
$47.22–$53.50 an hour
2d
Water Analyst (Engineering and Planning)
Region of Waterloo —Kitchener, ON
Prepares budget estimates, financial reports, purchase orders, payment release forms, and cheque requisitions for projects and studies; checks expenditures and…
$47.22–$53.50 an hour
1d

Show more related jobs

Explore jobs in cities nearby

Check out jobs in cities near your current location, Columbus

#1212 PFT IT Support Analyst/PolicyTech Administrator
YORK REGION CHILDREN'S AID SOCIETY —Newmarket, ON
As a leader within the child welfare sector, we partner with parents, caregivers, and community to provide a safe environment for children and youth, through…
$53,094.00–$65,510.80 a year
Quick apply
16h
Programmer Analyst Advisory (Contact Centre)
Scotiabank —Scarborough, ON
Be the Subject Matter Expert to facilitate Contact Center technical deliverables and interact directly with design, business and technology partners to provide…

Show more jobs in cities nearby

I want to receive the latest job alerts for support analyst in waterloo, on

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

support analyst jobs near waterloo, on

Senior Customer Insights Analyst

Lone Wolf Technologies -
Cambridge, ON

Quick apply

Job details

Full-time
$117,000–$153,000 a year

Qualifications

Customer retention
Salesforce
Business analysis
Usability
Root cause analysis
Communication skills

Full job description

Key Responsibilities:

Customer Escalation and Cancellation Insights:

Own the end-to-end analysis of customer escalations, cancellations, and key risk indicators across the customer.
Monitor and report on trends by segment, product, region, lifecycle stage, and reason code to identify emerging issues and recurring patterns.
Build recurring insight packages for CX, Customer Success, Support, Product, and executive stakeholders that highlight major drivers of customer friction and churn risk.
Develop structured analyses that connect customer issues to operational, product, onboarding, service, and commercial root causes.

Root Cause Analysis and Action Planning

Lead root cause analysis for high-priority escalation and cancellation themes, including gathering inputs from Salesforce, support systems, customer feedback, and future customer success platform data.
Facilitate cross-functional working sessions to align on root causes, prioritize the issues with the greatest customer and business impact, and define action plans with clear owners and milestones.
Track remediation plans through completion and measure whether actions taken are reducing repeat escalations, improving customer sentiment, and lowering avoidable churn.
Establish a repeatable operating rhythm for reviewing customer issue trends, action-plan progress, and unresolved systemic risks with business leaders.

Data Quality, Taxonomy, and Systems Enablement

Design and maintain a standardized taxonomy for escalation reasons, cancellation reasons, and risk drivers so trend reporting is consistent and actionable.
Partner with Operations and Systems teams to improve the data model, fields, workflow design, and reporting structure in Salesforce.
Serve as a key CX Insights stakeholder in the utilization of the company’s future customer success platform, helping optimize requirements for health scoring, risk tracking, alerts, dashboards, and retention analytics.
Ensure that new processes and systems support reliable root cause capture, closed-loop action management, and executive visibility into customer risk themes.
Cross-Functional Partnership
Partner with Customer Success leadership to improve how at-risk accounts, escalations, and cancellation signals are identified and categorized.
Work with Product teams to quantify the impact of product defects, usability issues, missing capabilities, and integration friction on customer experience and retention.
Collaborate with Support leaders to identify process breakdowns, service quality issues, and recurring case drivers that contribute to escalation volume.
Support CX and executive leadership with data-backed narratives for monthly business reviews, quarterly business reviews, strategic planning, and retention-focused initiatives.

Qualifications:

5+ years of experience in customer insights, business analysis, CX or CS operations, analytics, or a related role, ideally in a B2B SaaS or subscription-based business.
Strong experience working with Salesforce data and translating CRM, support, and customer feedback data into actionable business insights.
Experience building dashboards, trend analyses, and executive-ready reporting using spreadsheet tools and business intelligence platforms.
Demonstrated ability to conduct structured root cause analysis and connect customer-facing symptoms to underlying operational or product issues.
Strong communication and storytelling skills, including the ability to present findings and recommendations clearly to senior stakeholders.
Proven ability to influence cross-functional teams and drive accountability without direct management authority.
Experience supporting or defining requirements for customer success technology, customer health frameworks, or retention analytics is strongly preferred.

Core Competencies:

Analytical problem solving

Root cause analysis
Customer journey and retention thinking
Cross-functional facilitation
Executive communication
Process improvement
Data storytelling
Operational rigor

Success Measures:

Success in this role will be measured through a combination of business impact, insight quality, and execution effectiveness, including:

Reduction in repeat customer escalations tied to known root causes.
Improved visibility into the primary drivers of cancellations and customer risk.
Increased completion rate and effectiveness of action plans created to address systemic issues.
Better consistency and adoption of escalation and cancellation taxonomy across teams.
Strong stakeholder confidence in the quality, relevance, and actionability of CX insights.

Why This Role Matters:

This role helps the company move beyond anecdotal explanations for customer dissatisfaction and churn by creating a disciplined, data-driven process to identify root causes and remove recurring pain points. By improving the organization’s ability to detect patterns, align on priorities, and execute corrective actions, the Senior Customer Insights Analyst will directly influence customer retention, experience quality, and operational maturity.

Quick apply

Refine Your Search

support analyst jobs in waterloo, on

Senior Customer Insights Analyst

.NET Software Developer

Program Manager

Quality Engineer Lead

Project Manager

Data Engineer

Product Analytics Manager

Engineering Manager, Group Benefits Technology

Strategy and Project Consultant

Supervisor, Total Compensation

Senior Systems Developer

Bilingual Service Desk Analyst - Analyste du bureau de service Bilingue

Analyst, Program Delivery Controls

Data & Reporting Specialist (Workforce Planning)

Discover related jobs

Explore jobs in cities nearby

I want to receive the latest job alerts for support analyst in waterloo, on

Related Searches

Explore jobs in more locations

Key Responsibilities:

Qualifications:

Core Competencies:

Success Measures:

Why This Role Matters:

Job seeker tools

Employer Tools

Browse

Stay Connected