Support Analyst (AI)

Location: Ontario, Canada; fully remote

Salary: $50,000–$55,000 USD per year

Company

hirify.global develops software products used by customers for mission-critical daily operations.

What you will do

• Own customer support tickets from intake through resolution, providing timely updates and accurate documentation.
• Diagnose functional, configuration, data, and software issues by reproducing problems and identifying root causes.
• Escalate complex issues to Development, QA, and Product with complete findings, reproduction steps, and attempted actions.
• Use AI tools to draft communications, summarize issues, research solutions, and improve ticket triage and resolution.
• Train customers and internal stakeholders on software applications and create knowledge-base content.
• Identify recurring issues, product gaps, and upsell opportunities while collaborating with support and cross-functional teams.

Requirements

• At least 2 years of experience in technical support, software support, or customer service.
• Experience using AI-powered productivity tools such as Microsoft Copilot, ChatGPT, Google Gemini, or Claude.
• Strong troubleshooting, analytical, written, and verbal communication skills.
• Ability to explain technical concepts to non-technical users and manage multiple priorities independently in a remote environment.
• Degree in a related business or technical field, or equivalent industry experience.
• Professional, patient, customer-focused approach and willingness to collaborate and share knowledge.

Nice to have

• Basic prompt-engineering knowledge and experience with AI-assisted knowledge bases or CRM and helpdesk AI integrations.
• Experience with local government, municipal finance, taxation, or related public-sector workflows.
• Experience with TeamSupport, Jira, SQL, databases, APIs, reporting tools, or customer training content.

Culture & Benefits

• Fully remote work with support from a dedicated manager and team.
• Opportunity to build expertise in mission-critical software products.
• Growth path toward more complex and higher-impact support issues.
• Daily use of modern AI-assisted support tools with validation and adherence to data and privacy requirements.