Data Warehouse Product Support Analyst (SaaS/BI)

Location: Remote from Mexico

Company

hirify.global provides AI-powered SaaS solutions and data-rich tools for higher education institutions, serving approximately 3,000 customers across 50 countries.

What you will do

• Provide technical support and expertise for hirify.global Insights SaaS users, internal staff, and partner support teams.
• Investigate customer-reported issues and document infrastructure details, troubleshooting steps, processes, and resolutions.
• Coordinate issue resolution with support colleagues, escalation resources, cloud engineering, testing teams, and partners.
• Create technically accurate knowledge base articles and improve customer self-service resources.
• Help define and implement processes for customer questions, concerns, and ideas submitted by phone or electronically.
• Share technical knowledge through collaboration and training while contributing to global support and R&D activities.

Requirements

• Experience in a technical analyst role providing enterprise-level support.
• At least 3 years of experience with data warehousing, business intelligence, and ETL.
• Knowledge of data warehousing concepts, including facts, dimensions, and slowly changing dimensions.
• Understanding of ETL design and best practices, plus experience with large-scale deployments and agile development practices.
• Experience using AWS to assess applications, software, and hardware, and Datadog to analyze performance metrics and monitor events.
• Familiarity with ServiceNow; flexible working hours and after-hours on-call availability are required.

Nice to have

• Experience with SaaS deployments or hirify.global solutions.

Culture & Benefits

• Family medical coverage, dental insurance, and life insurance.
• 30-day Christmas bonus, savings fund, and monthly food coupon.
• 15 workdays of vacation, parental leave, and five charitable days.
• Thrive Flex contributions for health, financial, or learning interests.
• Tuition reimbursement, professional development opportunities, LinkedIn Learning, and diversity and inclusion programs.