Customer Support Analyst (Enterprise Software)

Location: On-site in Tallahassee, Florida, United States. Work authorization: only U.S. citizens and green card holders with permanent residence.

Salary: $45–$50 per hour, based on experience.

Company

hirify.global is providing contract-based customer support services for a Florida state agency.

What you will do

• Serve as the primary contact for production support requests and triage incoming service desk tickets.
• Communicate with technical and non-technical users to clarify issues, document business impact, and maintain accurate incident records.
• Analyze severity and priority, resolve routine issues using documented procedures, and execute tier 1 and tier 2 troubleshooting.
• Create vendor support tickets, coordinate work with internal teams and vendors, and monitor incidents through resolution within established SLAs.
• Support production releases, validation activities, and post-implementation activities.
• Prepare support trend and production health reports, identify recurring issues, and conduct technical root cause analysis.

Requirements

• Must work on-site in Tallahassee, Florida.
• Must be a U.S. citizen or a green card holder with permanent residence.
• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or a related field, or four years of equivalent work experience.
• At least two years of experience supporting tier 1 and tier 2 enterprise software applications in a help desk, service desk, or IT support environment.
• Experience with ticket management systems such as ServiceNow, Azure DevOps, Jira, Remedy, or similar platforms.
• Strong analytical, troubleshooting, verbal, written communication, prioritization, and documentation skills.

Nice to have

• Knowledge of IT service management principles, incident management, problem management, change management, and large-scale deployments.

Culture & Benefits

• Initial nine-month contract with renewal planned for July 2027.
• Fast-paced production support environment involving internal teams, vendors, and end users.