Cloud Support Analyst II/III

Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered. Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.

Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments.

Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific. As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.

What’s the Opportunity?

The Cloud Support Analyst III is a senior techno-functional support professional who diagnoses and resolves complex application issues across production and non-production environments. By developing deep expertise in assigned products, including their features, integrations, and operating environments, the analyst serves as a subject matter expert for clients and internal teams. The role partners with clients, business stakeholders, engineering teams, and implementation partners to support incident resolution, integration testing, deployments, configuration, enhancements, and operational improvements. It also strengthens team capability by identifying knowledge gaps, leading regular knowledge reviews, and ensuring support documentation remains accurate, accessible, and up to date.

What Will You Do?

• Build and maintain deep knowledge of assigned products, including their functions, features, integrations, configurations, and dependencies.
• Serve as the subject matter expert for assigned products, advising clients, support teams, and cross-functional stakeholders.
• Identify knowledge gaps through incident trends, case reviews, and operational feedback; coordinate knowledge-sharing sessions and keep documentation current.
• Deliver senior-level techno-functional production support for complex client and system issues.
• Investigate production and non-production issues by reproducing problems, analyzing application and system logs, reviewing database records, and identifying root causes.
• Support client integration testing, including System Integration Testing (SIT) and User Acceptance Testing (UAT), and contribute as an implementation consultant when needed.
• Support application deployments, release validation, parameter configuration, and environment readiness, particularly in Microsoft Azure-hosted environments.
• Engage regularly with clients to understand issues, communicate findings and progress, manage expectations, and provide clear resolution guidance.
• Collaborate with Product, Engineering, Implementation, Cloud Operations, and other stakeholders to deliver timely resolutions and sustainable corrective actions.
• Identify recurring issues and recommend automation, monitoring, process, and product improvements that reduce operational risk and strengthen support effectiveness.
• Lead complex investigations, coordinate support engagements, and mentor analysts through technical guidance and knowledge transfer.
• Maintain accurate incident records, troubleshooting evidence, root-cause analyses, resolution steps, and reusable knowledge articles.
• Automate appropriate support activities and use approved AI-assisted tools responsibly by validating outputs and protecting business data.
• Collaborate with teams and provide support during offshore hours and across multiple time zones, as required.

What Do You Need to Succeed?

Must Haves

• Post-secondary education in Computer Science, Information Technology, Information Management, Engineering, or a related field—or equivalent practical experience.
• Strong knowledge of enterprise application support, incident and problem management, client integrations, and software release processes.
• Commitment to continuously expanding knowledge of assigned products and cloud-supported environments.
• Experience providing techno-functional production application support, with a strong understanding of product functions and features.
• Experience supporting client integration testing, including System Integration Testing (SIT) and User Acceptance Testing (UAT), and contributing to an implementation consulting capacity.
• Experience reproducing and troubleshooting issues in production and non-production environments, analyzing logs, and identifying root
• Experience with application deployments and parameter configuration; Microsoft Azure deployment experience is strongly preferred.
• Experience engaging directly with clients and coordinating issue resolutions across technical and business stakeholders.
• Experience supporting enterprise and cloud-based systems in Microsoft Azure, AWS, or Google Cloud Platform (GCP)
• Hands-on experience with Unix/Linux environments and command-line troubleshooting.
• Strong SQL and database-query skills, with experience using Oracle, PostgreSQL, and/or MySQL.
• Ability to analyze applications, integration, database, and system logs to isolate faults and determine root
• Working knowledge of application deployment, release validation, environment configuration, parameter management, and troubleshooting integration.
• Understanding of cloud-hosted application architecture and operational support, preferably within Microsoft Azure.
• Ability to clearly document technical findings, recovery steps, root causes, and preventive actions.

Nice to Have

• Certification in Microsoft Azure or another cloud technology.
• Knowledge of Java or another programming/scripting language.
• Experience automating repeatable support, monitoring, deployment, or diagnostic processes.
• Experience with observability, log-analysis, monitoring, or IT service-management tools.
• Minimum Required Behavioral / Soft Skills
• Strong verbal and written communication skills, with the ability to explain technical issues clearly to clients and internal stakeholders.
• Professional client-facing presence and confidence in frequent client interactions.
• Strong ownership, analytical thinking, structured troubleshooting, and attention to detail.
• Ability to lead complex investigations, coordinate across teams, and drive issues through resolution.
• Proactive knowledge sharing, mentoring, collaboration, and follow-through.
• Ability to manage competing priorities in a fast-paced environment and support multiple time zones when required.
• Ability to influence without direct authority and build credibility as a product SME.
• Ability to identify capability gaps and organize practical knowledge-transfer activities.
• Continuous-improvement mindset focused on client experience, service quality, and operational efficiency.

Additional Job Details

Vacancy Status: Open Position to be Filled

Expected Salary Range: CAD 70,000 – 90,000

Mode of Work: Hybrid

Use of AI: Zafin may use Artificial Intelligence (AI) and/or other forms of automated technology to screen and/or assess applicants for this position. Zafin will not utilize AI for conducting interviews and/or making hiring decisions.

What’s in It for You?

At Zafin, you’ll join a culture that values diversity, teamwork, and high-quality work, with opportunities for professional growth and career advancement. We invest in our people through a comprehensive rewards program that supports your health, financial well-being, and work-life balance, including:

• Competitive salaries and annual bonus opportunities
• Fully company-paid health benefits
• Generous vacation, holidays, and paid volunteering days
• RRSP matching
• Employer-paid insurance coverage
• Wellness resources and extensive paramedical benefits

Explore career opportunities and learn more about life at Zafin at zafin.com/careers.

Accessibility

Zafin welcomes applications from people with disabilities and provides accommodations upon request at any stage of the selection process.

Applicant Privacy

Zafin is committed to protecting applicants’ personal information throughout the recruitment process. To learn how we collect, use, store, retain, and disclose your information, please review Zafin’s Privacy Notice.

By submitting an application, you consent to the processing of your personal information as described in the Privacy Notice.

What’s in it for you

Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings: zafin.com/careers

Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.