Senior Support Analyst (API & Cloud)

Location: Madrid, Spain; hybrid office-first setup with three days per week in the office encouraged for most roles

Company

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

What you will do

• Own complex CORE platform support cases from initial investigation through resolution or engineering handoff.
• Troubleshoot SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and platform-level issues.
• Reproduce customer issues, analyse logs, traces, configurations, API requests, and integration behaviour to identify root causes.
• Communicate investigation progress, action plans, and resolutions clearly to technical and non-technical customers.
• Escalate complex issues to Product and Engineering through high-quality Jira tickets with supporting evidence.
• Identify recurring issues, improve documentation and workflows, mentor analysts, and contribute to onboarding and enablement.

Requirements

• Experience in technical customer support, technical account support, SaaS support, application support, or a similar role.
• Demonstrated experience handling complex technical issues and customer-facing escalations.
• Experience supporting integrations involving identity providers, APIs, data connectors, or workflow automation.
• Practical understanding of SSO, SAML, identity providers, certificates, authentication flows, SMTP, Kubernetes, REST APIs, Postman, SaaS integrations, and web technologies.
• Strong written and verbal English communication skills.
• Experience with ticketing and engineering collaboration tools such as Salesforce and Jira.

Culture & Benefits

• Office-first environment with regular in-person collaboration in Madrid.
• Comprehensive healthcare coverage and flexible paid time off.
• Equity RSUs, annual performance bonus opportunities, and retirement account support.
• More than 14 weeks of paid parental leave.
• Career development opportunities and company-paid privacy certification exam fees.