Customer Support Analyst (Java/.NET)

Location: Remote in Canada or the United States. Must consistently work Monday through Friday, 11:00 a.m. to 8:00 p.m. Eastern Time. Travel is required as needed, approximately 10%; a valid passport and legal eligibility to travel internationally, including to Canada, the United States, and the Caribbean, are required.

Salary: $65,000–$85,000 based on experience.

Company

hirify.global provides mission-critical software for public-sector and utility organizations across North America and the Caribbean.

What you will do

• Manage and investigate customer support tickets for NorthStar web platforms, providing timely responses and updates.
• Act as the primary liaison between clients and engineering teams to resolve complex application and system issues.
• Analyze logs, configuration files, database queries, and code-level issues to identify root causes and determine resolution or escalation paths.
• Reproduce technical issues, escalate defects, and collaborate with engineering and product teams on long-term product improvements.
• Document troubleshooting steps, root causes, and resolutions in client tracking systems and the internal knowledge base.

Requirements

• Experience supporting or developing enterprise web applications in Java or .NET environments.
• Utility industry experience is required.
• Strong analytical and problem-solving abilities across multiple system layers, including web, API, and server environments.
• Excellent communication skills and the ability to explain technical findings clearly to clients.
• Availability for the required Eastern Time schedule and international travel eligibility.

Nice to have

• Experience using AI-enabled technologies, copilots, chat-based AI assistants, or automation tools to improve workflows and efficiency.

Culture & Benefits

• Remote work with a collaborative customer support environment.
• Three weeks of vacation and five personal days.
• Medical, dental, and vision benefits from the first day of employment.
• Employee stock ownership and RRSP/401(k) matching programs.
• Lifestyle rewards and opportunities to use emerging technologies in daily work.