Tier 1 Production Support Analyst - Analyst

Location: Colorado Springs, Colorado, United States. Hybrid schedule: office work Monday–Thursday with remote work available on Friday. Client support hours are 8:00 AM to 5:00 PM EST.

Base salary: $60,000–$75,000 per year. The position is paid hourly and classified as non-exempt, with overtime eligibility.

Company

hirify.global provides an annuities eApplication platform and related financial technology solutions.

What you will do

• Provide front-line technical support for the annuities eApplication platform and respond to client inquiries.
• Troubleshoot software and system-related issues, resolve tickets, and maintain response-time and service-level standards.
• Identify critical incidents and coordinate escalation with cross-functional hirify.global teams.
• Collaborate with Production Support colleagues to share workload and maintain active coverage during working hours.
• Develop standardized workflows, best practices, user documentation, and process improvements.
• Deliver a high-quality client experience while working under general supervision.

Requirements

• 1–3 years of experience in the technology industry.
• Experience providing direct end-user support for custom software or a SaaS platform.
• Experience with online ticketing systems and technical support.
• Experience creating user documentation.
• Ability to work in the Colorado Springs area and in the office Monday–Thursday.
• Ability to support clients during 8:00 AM to 5:00 PM EST hours.

Nice to have

• Experience with Jira.
• Experience with Jira Confluence and SharePoint.
• Experience in the insurance industry.

Culture & Benefits

• Collaborative, fast-paced working environment with opportunities to contribute to process improvements.
• Equity for full-time employees and an annual performance bonus.
• Employer-matched retirement plan.
• Subsidized healthcare, employer-paid dental and vision coverage, telemedicine, and virtual mental health counseling.
• Parental leave and paid time off.