Customer Experience Agent II, Application Support

Customer Experience Agent II, Application Support at Zema Global Data Corporation

Location: Toronto (Remote) or Vancouver (Hybrid)

(Please note that we are only considering candidates currently based in Toronto or Vancouver. Applications from other locations will not be reviewed.)

Reports to: Manager, Customer Experience

Job Type: Full-Time

About Us

Founded in 1995, Zema Global Data Corporation empowers organizations to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results. Over the past two years, Zema Global has accelerated its growth through strategic investment and acquisition to strengthen our global leadership. Together we’re helping our customers gain a Decisioning Advantage – one bold idea at a time. With a presence across global energy, commodity, and financial markets, Zema Global empowers customers to simplify complexity, reduce risk, and make faster, more confident decisions that drive measurable results.

At Zema Global, we Think Big, Make It Happen, and Win as One. We thrive on collaboration, creativity, and respect, united by a shared drive to innovate and deliver meaningful impact for our customers and communities. If you’re inspired by solving complex challenges and contributing to a culture that values purpose and performance, we invite you to join us.

Job Overview

As a Customer Experience Agent II, you will play a critical role in ensuring our customers across Europe and the wider EMEA region maximize the value of our software suite. You’ll provide frontline support, troubleshoot technical issues and guide customers through installations and upgrades - helping them stay productive and successful.

Key Responsibilities

• Deliver frontline technical support for our enterprise software suite and services.
• Capture, log and investigate client requests, ensuring timely resolutions or appropriate escalations.
• Triage and troubleshoot technical issues, providing solutions or interim workarounds when needed.
• Assist with application installations and upgrades, coordinating with internal and external stakeholders.
• Document solutions and contribute to knowledge bases, manuals, and internal resources.
• Mentor and support junior teammates, fostering a culture of learning and collaboration.
• Stay current with emerging technologies and continuously deepen product expertise.

CANDIDATE REQUIREMENTS

Education: Bachelor’s degree in Computer Science, Mathematics, or a related field (or equivalent practical experience).

Experience: 2+ years in a hands-on, client-facing technical role involving troubleshooting, application support, system implementations, or production support within an enterprise or SaaS environment (e.g., Technical/Application Support, Customer Support Engineer, Implementation Engineer, L2/Production Support, Technical Consultant).

Technical Skills:

• Strong foundation in Java, SQL
• Working knowledge of at least some of the following: Liquibase, Oracle JDBC, Oracle RAC, MSSQL, Apache Tomcat

Soft Skills:

• Excellent verbal and written communication.
• Strong problem-solving mindset and ability to think outside the box.
• Self-starter who thrives in fast-paced, high-performance environments.
• Independent worker with strong collaboration skills.
• Naturally curious with a drive to understand “how” and “why.”

Desirable

Familiarity with enterprise technologies such as Networking, C#, REST, SOAP, JavaScript, and Excel add-ins

Why Zema Global?

• Be part of a rapidly growing company shaping how data drives decisions in energy and commodities.
• Work with cutting-edge technology alongside industry experts.
• Significant opportunity to impact strategy, revenue growth, and decision-making.
• Join a culture that values innovation, collaboration, and autonomy to drive meaningful change.

How To Apply

Send your CV highlighting your relevant experience (we only accept CVs in English). Only shortlisted candidates will be contacted. No agency submissions, please.

No visa sponsorship is available for this position ***

Equality and Diversity

Zema Global is committed to diversity and inclusion. We encourage applications from all qualified individuals and do not discriminate based on race, gender, sexual orientation, disability, or any other protected status.

Key skills/competency

• Customer Support
• Application Support
• Technical Troubleshooting
• SaaS Environment
• Java
• SQL
• Client-Facing
• Problem-Solving
• Enterprise Software
• EMEA Region Support