Solutions Analyst (Acute and Payer-General Support)

Location: Remote within the USA; occasional travel to offices in Mississauga and/or Salt Lake City is required for onboarding, team events, and semi-annual or annual meetings. Weekday availability from 11 AM to 8 PM EST is required, with occasional overtime, weekend, holiday, and on-call shifts.

Salary: $58,000–$63,000 per year, plus full-time benefits. Overtime eligible.

Company

hirify.global is a privately held health technology company providing cloud software, healthcare data, and integrated solutions for long-term and post-acute care providers.

What you will do

• Provide empathetic, high-quality support for clients managing, configuring, and using clinical applications.
• Develop expertise in cloud-based software, clinical workflows, and patient care in long-term care settings.
• Troubleshoot technical issues through log analysis, research, and problem recreation.
• Collaborate with Product, Engineering, QA, and other teams to resolve high-priority issues and maintain customer satisfaction.
• Document customer interactions, investigations, and resolutions in the help desk ticketing system.
• Contribute to the internal knowledge base and meet service delivery standards and KPIs.

Requirements

• 1–2 years of experience in SaaS support, technical support, or operations support.
• Strong understanding of business workflows and processes in SaaS or enterprise applications.
• Experience supporting and troubleshooting web-based SaaS applications.
• Strong problem-solving, customer expectation management, written communication, and verbal communication skills.
• Experience collaborating with cross-functional technical teams and familiarity with CRM or help desk platforms such as Salesforce Service Cloud or Zendesk.
• Ability to work in fast-paced environments with the required EST schedule and occasional nonstandard shifts.

Nice to have

• Understanding of clinical workflows in long-term care or medical facilities.
• Familiarity with diagnostic and observability tools used to resolve customer issues.
• Exposure to AI tools and interest in using them to improve product management practices and capabilities.

Culture & Benefits

• Remote work with periodic travel to company offices for team events and meetings.
• Benefits available from day one.
• Retirement plan matching and flexible paid time off.
• Wellness support, parental and caregiver leave, fertility and adoption support, and employee assistance resources.
• Continuous development support, recognition programs, and inclusion communities.