Product Support Analyst (AI)

Location: USA, Phoenix, AZ; remote position

Salary: $55,000–$65,000 per year, depending on experience and location-based market rate.

Company

hirify.global provides technology-enabled legal solutions, including eDiscovery, Data Mining, and AI-powered cloud platforms.

What you will do

• Provide Level 1 and Level 2 technical support for internal users and SaaS clients.
• Own support incidents through resolution or reassignment, providing solutions and workarounds.
• Collaborate with support, software engineering, business analysis, quality assurance, and DevOps teams to triage issues.
• Analyze application logs, investigate root causes, and troubleshoot data-related problems.
• Build database queries and maintain a knowledge base of known issues, resolutions, and workarounds.
• Keep stakeholders informed and document case status throughout the resolution process.

Requirements

• 1–3 years of experience in eDiscovery, Data Mining, or litigation support using industry-standard platforms.
• Hands-on experience with eDiscovery or Data Mining processing and hosting.
• Ability to explain technical and software development concepts to end users.
• Experience with incident or bug tracking tools such as Jira Service Management.
• Familiarity with cloud platforms, preferably AWS or Azure.
• Ability to prioritize multiple tickets independently or collaboratively and work flexible shifts.

Nice to have

• Experience with eDiscovery search-term formatting and validation.
• Client-facing support experience.
• Database troubleshooting, search logic, and database file-structure knowledge.
• Basic SQL and database analysis skills.
• Bachelor’s degree in Computer Science, Business Management, or a related field, or equivalent experience.

Culture & Benefits

• Values-driven environment focused on integrity, service, collaboration, and operational success.
• Enterprise-wide learning and internal mobility opportunities.
• Flexible work practices and support for work-life balance.
• Opportunity to work with a global team across multiple countries and time zones.
• Work on cloud technologies and legal technology platforms at enterprise scale.