Support Analyst

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

Company

hirify.global develops an AI-ready governance platform that helps organizations manage privacy, security, compliance, ethics, ESG, and third-party risk.

What you will do

• Handle Level 2 and Level 3 customer support cases, troubleshooting issues and delivering pragmatic solutions.
• Manage a varied workload independently, keep customers updated, and meet agreed service levels and deadlines.
• Collaborate with product and other internal teams to identify root causes and resolve complex problems.
• Build and maintain deep knowledge of the hirify.global platform and supporting technologies through training and release updates.
• Develop privacy industry expertise, including maintaining CIPP/E or CIPM certifications.
• Create knowledge articles and contribute to support process improvements.

Requirements

• Degree, higher education qualification, or 3–5 years of experience in a similar role.
• Strong written and verbal communication skills, including the ability to explain complex information clearly by phone, video, and email.
• Experience troubleshooting complex web-based software suites.
• Working knowledge of development processes, operating systems, browsers, and programming languages.
• Ability to learn the hirify.global Privacy platform quickly, work independently, prioritize varied workloads, and meet SLAs.
• Willingness to work alternative shifts, including late shifts and weekends, when required for coverage and releases.

Nice to have

• Privacy industry experience or CIPP/E or CIPM certification.
• French, German, Spanish, or Portuguese language skills.
• Knowledge of privacy, ethics, security, compliance, or sustainability concepts.
• Basic knowledge of relational databases such as MySQL.
• Experience with HTML, CSS, and JavaScript.

Culture & Benefits

• Office-first work environment with opportunities for in-person collaboration.
• Healthcare coverage, flexible paid time off, equity RSUs, and annual performance bonus opportunities.
• Retirement account support and 14+ weeks of paid parental leave.
• Career development opportunities and company-paid privacy certification exam fees.
• Employee support focused on physical, mental, and emotional wellbeing.