Sr. Support Analyst (Remote)

Location: Fully remote in the United States or hybrid in Carmel, Indiana. Monday–Friday shifts may fall between 6:45 AM and 8:15 PM, with overtime as required.

Salary: $30.00–$36.00 USD per hour.

Company

hirify.global is a technology, data, and innovation company operating a digital marketplace for wholesale used vehicles.

What you will do

• Provide first-level technical support for custom applications, hardware, software, connectivity, and access-management issues.
• Resolve at least 85% of incoming incidents on first contact while maintaining secure user verification and access controls.
• Support employees through phone and email tickets in a high-volume service desk environment.
• Perform basic security triage, identify suspicious activity, and escalate security incidents to Information Security.
• Analyze recurring issues and threats, propose root-cause fixes, self-service options, and workflow improvements.
• Document incidents accurately and contribute to knowledge sharing and continuous improvement.

Requirements

• At least 5 years of customer-facing experience, preferably in phone-based technical support.
• Technical degree, IT certification, or equivalent practical experience.
• Foundational knowledge of identity and access management, including Active Directory or Entra ID, secure password resets, phishing awareness, and endpoint security.
• Proficiency with Windows operating systems, Google Workspace, and Microsoft Office.
• Experience troubleshooting PC hardware, TCP/IP, LAN/WAN, Wi-Fi, network printers, and audio/video systems.
• Experience with Windows Registry, .ini configurations, Control Panel settings, and ticketing platforms such as ServiceNow.

Nice to have

• Fluent French reading, writing, and speaking skills to support Canadian users.
• Security desk experience or foundational security credentials such as Security+ or SSCP.

Culture & Benefits

• Medical, dental, and vision benefits with employer HSA contributions and FSA options in the United States.
• Immediately vested 401(k) with company match in the United States or RRSP with company match in Canada.
• Paid vacation, personal, sick, maternity, and paternity leave, with additional disability and life insurance benefits.
• Tuition reimbursement, employee assistance support, and a paid volunteer service day.
• Opportunities for skill development, internal promotion, and advancement across a global publicly traded organization.