Product Support Analyst (SaaS/APIs/CRM)

Location: Remote in Mexico

Company

hirify.global provides AI-powered SaaS solutions and services for higher education institutions, supporting the student lifecycle across approximately 3,000 customers in 50 countries.

What you will do

• Own and resolve complex production support issues involving applications, configurations, integrations, data processing, and admissions workflows.
• Investigate incidents, reproduce issues, identify root causes, provide workarounds, and drive customer cases through resolution.
• Troubleshoot REST API requests and responses using Bruno, Postman, or similar tools, including payloads, authentication, response codes, and integration behavior.
• Diagnose issues through application logs, API traces, configuration, and available data, providing clear case updates.
• Support SaaS applications in cloud environments, including AWS-based services, and collaborate on availability, integration, performance, and environment-specific issues.
• Identify recurring issues, contribute to root cause analysis and knowledge documentation, and recommend permanent fixes, automation, and support process improvements.

Requirements

• 2–4 years of experience in production support, application support, or SaaS product support.
• Experience troubleshooting REST APIs and integrations with Bruno, Postman, or similar API testing tools.
• Experience supporting SaaS applications and CRM integrations or data flows between CRM and enterprise applications.
• Strong analytical, troubleshooting, customer communication, and case-management skills.
• Experience interpreting logs and API responses, investigating complex production incidents, and performing root cause analysis.
• Experience in the higher education domain and willingness to work non-standard hours or shifts for 24/7 support coverage.

Culture & Benefits

• Health, dental, and life insurance coverage.
• 30-day Christmas bonus, saving fund, monthly food coupon, and 15 workdays of vacation.
• Thrive Flex contributions toward health, financial, or learning interests.
• Parental leave, five charitable days, and employee referral bonuses.
• Learning support through tuition reimbursement, professional development opportunities, and LinkedIn Learning.
• Diversity and inclusion programs, including employee resource groups.