Root Cause Support Analyst

Location: Chicago, Illinois, United States

Salary: $67,500–$112,500 annually

Company

hirify.global provides data, technology, and information services that support customers and businesses.

What you will do

• Create root cause analysis documents and support the RCA request and ticketing process.
• Gather incident details from technical bridge calls and problem review meetings.
• Prepare formal customer-facing communications explaining technical events, ongoing incidents, and resolution updates.
• Review RCA documents with customers and respond to follow-up questions about incidents.
• Create reports covering customer processing statistics, system availability, and recent availability-impacting events.
• Collaborate with technology, engineering, sales, delivery, compliance, risk, and legal teams, and participate in customer touchpoint meetings.

Requirements

• Bachelor’s degree in business or computer science, or equivalent experience.
• 4+ years of experience providing written customer-facing communications.
• 4+ years of experience in technology or IT customer support.
• Proficiency with Microsoft Office, including Excel, PowerPoint, Access, Word, and Outlook.
• Ability to work in Chicago, Illinois, United States.

Nice to have

• Experience with SharePoint, Splunk, Salesforce, or CRM reporting tools.

Culture & Benefits

• Medical, dental, and vision coverage with day-one eligibility, plus HSA and FSA options.
• Life, disability, legal, pet insurance, and travel accident coverage options.
• Adoption, fertility, caregiver, dependent-care, and paid parental leave support.
• 401(k) with employer match, employee stock purchase plan, tuition reimbursement, and career coaching.
• Paid time off or flexible time off, paid holidays, commuter benefits, employee discounts, and volunteer time off.
• Wellness resources including therapy, coaching, meditation, and emotional well-being support.