Founding Support Analyst (AI)

Location: Canada; remote company with occasional travel for in-person company-wide or departmental meetings, typically 1–2 times per year.

Salary: $70,000–$95,000 CAD per year, depending on skills, experience, qualifications, internal pay equity, and pay philosophy.

Company

hirify.global provides software that helps governments deliver exceptional citizen experiences, including CivCheck, an AI-guided plan review platform for faster and more complete permit approvals.

What you will do

• Own customer support cases from intake through resolution, including triage, prioritization, investigation, documentation, and customer communication.
• Troubleshoot and reproduce software and configuration issues, resolve routine questions, and escalate defects to Engineering through well-documented JIRA tickets.
• Coordinate critical incidents, provide status updates and workarounds, and partner with Engineering, Product, Operations, infrastructure providers, and other stakeholders.
• Track SLA commitments, support emergency and on-call procedures, and maintain customer-specific support playbooks.
• Create customer-facing knowledge base content, product guidance, walkthroughs, and internal troubleshooting documentation.
• Identify support trends, contribute to release evaluations and user acceptance testing, and use customer feedback to improve CivCheck.

Requirements

• 4–6 years of technical support or customer-facing experience in a SaaS environment.
• Experience diagnosing software issues, working with logs or session data, and investigating problems systematically.
• Strong written and verbal communication skills, with the ability to explain technical details to non-technical users.
• Comfort working in an ambiguous environment, taking initiative, documenting findings, and creating processes without an existing playbook.
• Strong attention to detail, customer empathy, resourcefulness, and cross-functional collaboration skills.
• Familiarity with CRM and support tools such as Salesforce or Zendesk, plus the ability to quickly adopt AI tools such as Claude or ChatGPT.

Nice to have

• Experience in a startup or high-growth environment.
• Experience supporting government, public sector, or civic technology customers.
• Experience creating support documentation, knowledge bases, or runbooks.
• Familiarity with permitting, licensing, inspections, code enforcement, or similar government workflows.
• Location in Canada is preferred.

Culture & Benefits

• Remote work with occasional in-person company-wide or departmental meetings.
• Competitive compensation, time off, and benefits supporting employees and their families.
• A culture focused on ownership, continuous learning, courageous communication, and customer focus.
• Inclusive workplace that welcomes candidates from all backgrounds.
• Comprehensive background checks are required before joining, covering relevant global sanctions and criminal offences.