Technical Product Analyst II

Location: Remote, USA

Salary: $25.00–$30.00 per hour, plus potential commission or annual performance incentive.

Company

hirify.global is a software company providing products and services supported by technical customer service teams.

What you will do

• Provide technical customer service for hirify.global software to internal and external customers.
• Investigate complex software issues, manage support tickets, and handle hot-fix cases for internal clients.
• Manage escalations, prioritize casework, and communicate progress to customers, peers, and management.
• Document troubleshooting methods, customer interactions, actions taken, case status, and next steps.
• Participate in triage, bug-scrub meetings, conference calls, and other customer engagements.
• Mentor colleagues in areas of product knowledge and technical expertise.

Requirements

• Must be based in the USA for this remote role.
• At least 2 years of help desk or customer service experience.
• At least 2 years of scripting experience, including SQL, Progress, or PowerShell.
• At least 2 years of basic PC troubleshooting or repair experience.
• Experience creating documents and using Microsoft Office.
• Must be at least 18 years old.

Nice to have

• Associate or bachelor's degree in IT or a related field.
• Programming background and experience with Windows workstation or server operating systems.
• Networking knowledge, including TCP/IP and DNS.
• Experience with managed antivirus, CrowdStrike, or Carbon Black.

Culture & Benefits

• Medical, dental, and vision healthcare.
• Paid time off, volunteer time off, and holidays.
• Employer-matched retirement plan and employee stock purchase plan.
• Short-term and long-term disability coverage.
• Tuition reimbursement and infertility, adoption, and surrogacy assistance.
• Inclusive workplace with an emphasis on work-life balance and employee wellbeing.