Support Analyst (SaaS)

Location: London, United Kingdom; office-first culture with three days per week in the office for most roles

Company

hirify.global develops an AI-ready governance platform that combines regulatory intelligence, automation, and connected workflows to support responsible data and AI use.

What you will do

• Own and resolve complex CORE platform support cases from investigation through resolution or engineering handoff.
• Troubleshoot SSO, SAML, SMTP, APIs, integrations, workflows, Data Discovery, and platform-level issues.
• Reproduce customer issues, analyse logs, traces, configurations, API requests, and integration behaviour to identify root causes.
• Provide structured customer updates and create high-quality Jira escalations for Product and Engineering.
• Identify recurring issues and documentation gaps, and improve workflows to reduce repeat contacts and escalations.
• Mentor analysts, support onboarding, and contribute to technical knowledge-sharing activities.

Requirements

• 2+ years of experience in technical customer support, technical account support, SaaS support, application support, or a similar role.
• Experience handling complex technical issues and escalations in a customer-facing environment.
• Experience with integrations involving identity providers, APIs, data connectors, or workflow automation.
• Practical knowledge of SSO, SAML, identity providers, certificates, authentication flows, SMTP, Kubernetes, REST APIs, SaaS integrations, and web technologies.
• Strong written and verbal English communication skills.
• Experience with support and engineering collaboration tools such as Salesforce and Jira.

Culture & Benefits

• Office-first working environment with regular in-person collaboration.
• Comprehensive healthcare coverage and flexible paid time off.
• Equity RSUs, annual performance bonus opportunities, and retirement account support.
• 14+ weeks of paid parental leave.
• Career development opportunities and company-paid privacy certification exam fees.