Technical Program Analyst at Datex Inc – Canada
Job Description
The Technical Program Analyst supports client success by assisting with technical tasks, issue resolution, and platform utilization. This entry-level role is ideal for individuals looking to grow their technical and client-facing skills in a dynamic environment. The role involves learning and contributing to client support, change request tracking, and cross-functional collaboration, with guidance from senior team members.
This role is available in the United States, Canada, and Philippines only.
U.S. applicants must be eligible to work for any U.S. company without sponsorship.
Essential Job Functions
- Assist senior team members in managing client accounts and technical requests.
- Support the documentation and tracking of change requests (CRs) and client issues.
- Help prepare specifications, test cases, and sample outputs under supervision.
- Participate in testing of completed CRs and assist with basic data mapping.
- Learn client environments, workflows, and integrations to provide informed support.
- Help classify and escalate support issues appropriately.
- Maintain accurate documentation across company systems (Dynamics, DevOps, Sidekick, OneNote).
- Collaborate with Product, Support, and Account Management teams.
- Monitor basic metrics such as ticket resolution rates and SLAs.
- Participate in internal ticket reviews and team meetings.
- Assist with client software environment oversight and upgrade coordination.
- Track time and maintain detailed records of work performed.
- Engage in ongoing learning and development to build product and industry knowledge.
- Limited travel to company training events may be required.
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer. Other duties or projects may be assigned in addition to this general overview of the job.
Requirements
Education
- Bachelor’s degree in Business, Supply Chain Management, Computer Science, Engineering, or related field, or equivalent experience.
Experience
- 3–5 years of experience in a technical support, implementation, or client services role (internships or co-op experience acceptable).
- Exposure to logistics, supply chain, or warehouse operations is a plus.
- Familiarity with ticketing systems and basic troubleshooting.
Preferred Skills and Attributes
- Willingness to learn and take initiative.
- Strong communication skills, both written and verbal.
- Ability to work collaboratively and follow guidance from senior team members.
- Basic understanding of SQL or scripting languages is a plus.
- Organizational skills and attention to detail.
- Customer-first mindset and a positive attitude.
