Technical Support Consultant

Banyan Software Group, Inc.

Job Overview

Location

Toronto, California, Canada

Job Type

Full-time

Full Job Description

📋 Description

• Join Banyan Software Group, a rapidly growing leader in acquiring and nurturing dominant enterprise software companies, recognized by Inc. 5000 as the #1 fastest-growing private software company in the US and by Deloitte Technology Fast 500 among the top 10.
• Become a vital part of Millennium Computer Systems Limited (MCSL), a Banyan portfolio company dedicated to empowering higher education institutions across North America with transformative technology solutions that enhance student experience and drive operational excellence.
• We are seeking a highly motivated and client-focused Technical Support Consultant to deliver exceptional service and resolve complex system and data challenges within our enterprise software framework.
• This is a critical, client-facing, functional-technical role that requires a blend of strong analytical skills, deep SQL expertise, and a passion for client success, reporting directly to the Chief Operating Officer (COO).
• As a Technical Support Consultant, you will be the primary point of contact for clients, taking ownership of support requests and customization needs from initial intake through to successful resolution, ensuring a seamless and positive client experience.
• Your core responsibility will be to manage and own the daily support queue, meticulously reviewing, triaging, investigating, and resolving incoming technical support tickets with a focus on timeliness and proactive client communication.
• You will be instrumental in delivering client-specific configurations and data solutions, executing approved customization requests within the Millennium framework, leveraging your expertise in Oracle SQL and/or Oracle PL/SQL.
• A significant aspect of this role involves writing and debugging complex SQL queries to address intricate data issues, validate data integrity, and support critical client reporting and operational requirements.
• You will act as a trusted advisor to our clients, adeptly translating their unique business challenges into effective, tailored system solutions while professionally managing expectations and maintaining clear, consistent communication.
• The role demands a strong capability to troubleshoot issues at the database layer, investigating and resolving problems within our web-based, database-driven systems, with a particular emphasis on backend data validation and thorough root cause analysis.
• Collaboration is key; you will partner closely with internal product and technical teams to ensure alignment on client needs, escalate complex issues effectively, and drive towards timely and comprehensive resolutions.
• You will be responsible for communicating with clarity and professionalism, drafting structured, solution-oriented communications including detailed ticket responses, essential documentation, and informative client updates.
• A proactive approach to continuous improvement is highly valued; you will identify recurring issues, propose workflow or system enhancements, and actively contribute to elevating the overall quality of service and response efficiency.
• This role offers a unique opportunity to work with cutting-edge enterprise software in the higher education sector, contributing directly to the success of our clients and the growth of MCSL within the Banyan Software Group.
• You will gain exposure to a wide range of client environments and technical challenges, fostering continuous learning and professional development in a supportive and dynamic team setting.
• The ideal candidate will possess a self-starter mentality, demonstrating resourcefulness and initiative in problem-solving, and the ability to work effectively with minimal supervision.
• Strong organizational skills are essential to effectively manage multiple client requests simultaneously, ensuring that each client receives dedicated attention and timely support.
• This position is a remote role within Canada, offering flexibility while maintaining a high level of client engagement and internal collaboration.
• You will be part of a company culture that values diversity, equity, and inclusion, striving for lasting change through our actions and fostering an environment where associates excel based on merit, qualifications, and performance.
• The role is designed for an individual who thrives in a challenging yet rewarding environment, where their technical acumen and client service skills directly impact client satisfaction and retention.
• You will contribute to the long-term success of Banyan's portfolio companies by ensuring the robust performance and efficient operation of their critical software systems.
• This is more than just a support role; it's an opportunity to be a key player in a growing organization, making a tangible difference for our clients in the higher education landscape.
• We are looking for someone who is passionate about technology and its application in solving real-world problems for educational institutions.
• Your ability to analyze complex data sets and provide clear, actionable insights will be crucial to your success and the success of our clients.
• Embrace the challenge of working with established enterprise software, understanding its intricacies, and configuring it to meet specific client needs.
• Develop a deep understanding of the higher education technology ecosystem and the unique challenges faced by colleges and universities.
• Contribute to a knowledge base of solutions and best practices, aiding both the support team and clients in achieving greater efficiency.
• Be a champion for client success, ensuring they maximize the value derived from our software solutions.
• This role provides a direct line of sight into the operational impact of your work, making it a highly fulfilling position for a dedicated professional.
• We are committed to providing our team members with the resources and support they need to excel, fostering a culture of growth and continuous learning.
• Your expertise will directly contribute to maintaining Banyan's reputation for excellence and client satisfaction across its portfolio companies.
• This is an exciting opportunity to join a company that is not only growing rapidly but is also committed to a sustainable, long-term strategy for its acquired businesses and their employees.
• We believe in building strong, lasting relationships with our clients, and your role as a Technical Support Consultant is central to achieving this goal.
• Your problem-solving skills will be tested and honed as you navigate diverse client requirements and technical landscapes.
• Become an integral part of a team that is passionate about delivering high-quality software and exceptional support.
• The remote nature of this role allows for a great work-life balance while maintaining strong connections with colleagues and clients.
• We are looking for individuals who are not afraid to dive deep into technical issues and find robust solutions.
• Your contributions will directly influence client retention and satisfaction, key metrics for Banyan's success.
• This role offers a competitive salary and the opportunity to grow within a dynamic and expanding organization.
• Be prepared to work with a sophisticated enterprise software suite and contribute to its ongoing success.
• We value initiative, expertise, and a commitment to client service above all else.
• Your ability to communicate technical information to both technical and non-technical audiences will be highly advantageous.
• This is a chance to make a significant impact in a company that is redefining the enterprise software landscape.
• We are excited to welcome a talented Technical Support Consultant to our dedicated team.

🎯 Requirements

• Minimum of 3–8 years of professional experience in a client-facing technical support, consulting, systems analyst, or similar functional-technical role.
• Strong, hands-on experience with Oracle SQL and/or Oracle PL/SQL is mandatory; candidates with only MS SQL experience will not be considered.
• Demonstrated ability to independently write complex SQL queries and effectively debug data-related issues.
• Proven experience in reviewing and managing daily support ticket queues, showcasing strong prioritization and ownership skills.
• Familiarity with Ellucian Banner is strongly preferred.
• Experience with Millennium FAST is highly desirable.

🏖️ Benefits

• Competitive salary range of CAD $60,000 - $80,000, excluding annual bonus and equity (when applicable).
• Opportunity to work remotely within Canada, offering flexibility and work-life balance.
• Be part of a rapidly growing company recognized for its significant achievements in the software industry.
• Contribute to a company culture that values diversity, equity, and inclusion.
• Professional development opportunities within a supportive and dynamic team environment.

Skills & Technologies

Remote

$60k-80k

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Banyan Software Group, Inc.

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About Banyan Software Group, Inc.

Banyan Software acquires, owns, and operates vertical-market enterprise software companies serving mission-critical applications in sectors such as fleet management, healthcare, and industrial automation. It provides permanent capital, operational support, and strategic guidance to help acquired businesses maintain product stability, deepen customer relationships, and achieve long-term growth without exit pressures. The company is headquartered in Atlanta, Georgia, and is backed by equity capital from growth-oriented investors.

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