Cloud Support Analyst

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.