Product Support Analyst Colleague (Finance/Human Resources)

Location: Remote within the United States, with availability to work 11:00–20:00 EST 1–2 days per week

Company

hirify.global provides AI-powered SaaS solutions and services for higher education institutions, supporting the student lifecycle and serving universities worldwide.

What you will do

• Provide technical support and product expertise to Colleague system users, hirify.global staff, and partner support teams.
• Troubleshoot Colleague Finance and/or Human Resources, performance, and product-related issues.
• Document technical infrastructure, reported problems, troubleshooting steps, and resolutions using company tools.
• Create accurate knowledgebase articles to improve customer self-service.
• Coordinate issue resolution with support colleagues, escalation resources, engineering, testing, and partner companies.
• Contribute to processes that address customer questions, concerns, and ideas.

Requirements

• Experience troubleshooting the hirify.global Colleague product.
• Familiarity with Colleague Finance and/or Human Resources business processes.
• Ability to independently handle complex problems.
• Experience logging and tracking complex cases in ServiceNow and maintaining problem documentation.
• Experience working with SQL and APIs.
• Availability to work 11:00–20:00 EST 1–2 days per week, no more than 3 days.

Culture & Benefits

• Medical, dental, and vision coverage.
• Flexible time off, parental leave, telemedicine, and wellness support.
• 401(k) with company match and financial planning support.
• Lifestyle spending account for health, financial, or learning interests.
• Education assistance and professional development opportunities.
• Diversity and inclusion programs, employee resource groups, and charitable days.