Senior Support Analyst

Location: San Francisco, California, United States; office-first culture with three days per week in the office for most roles

Salary: $34.25–$50 USD annual base pay range, with possible discretionary bonuses, equity, commissions, and benefits.

Company

hirify.global develops an AI-ready governance platform for responsible data use, regulatory intelligence, automation, and connected governance workflows.

What you will do

• Take Level 2 and Level 3 customer support cases through troubleshooting and resolution.
• Manage a varied workload independently, keep customers updated, and meet agreed service levels and deadlines.
• Diagnose API integration, performance, and functionality issues using REST and SOAP documentation and tools such as Postman.
• Debug JavaScript in web and mobile applications, inspect browser network activity, and analyze logs and stack traces with observability tools such as Datadog.
• Collaborate with product and other hirify.global teams to identify root causes and provide pragmatic solutions.
• Create knowledge articles, improve support processes, and maintain expertise in the hirify.global platform and privacy industry.

Requirements

• Excellent written and verbal communication skills with the ability to build rapport with customers.
• Advanced troubleshooting skills and the ability to resolve complex problems independently in escalated, high-pressure situations.
• Understanding of HTML, XML, APIs, JavaScript, or similar technologies.
• Experience interpreting API documentation and specifications, including REST and SOAP.
• Ability to manage competing support cases while maintaining quality, attention to detail, and SLA performance.
• Availability to work from San Francisco, California, with three days per week in the office for most roles.

Nice to have

• Experience supporting Android Studio and Xcode projects.
• Mobile application debugging, testing, and deployment experience for Android and iOS.
• Familiarity with JavaScript frameworks and libraries such as React, Angular, or Vue.js.
• CIPP/E or CIPM certification experience.

Culture & Benefits

• Office-first work environment with opportunities for in-person collaboration.
• Comprehensive healthcare coverage, flexible paid time off, and paid parental leave of 14 or more weeks.
• Equity RSUs, annual performance bonus opportunities, and retirement account support.
• Career development opportunities and company-paid privacy certification exam fees.
• Employee support focused on physical, mental, and emotional well-being.