Associate Support Analyst (SaaS)

Location: Hybrid in Oakville, Ontario, Canada, with 3 days per week in the Oakville office on Tuesday, Wednesday, and Thursday. The role covers a 12–8pm EST shift.

Compensation: CAD 53,000–66,300 per year.

Company

hirify.global provides purpose-built, cloud-based software for procurement, budgeting, payments, and grants management to public sector and government organizations across North America.

What you will do

• Troubleshoot and diagnose software issues using established workflows and escalation procedures.
• Respond to customer inquiries by phone, video, email, and chat with timely technical support.
• Develop working proficiency in one core product and act as a reliable first point of contact for customers.
• Document customer interactions, technical issues, and resolutions in Zendesk.
• Contribute to knowledge-base articles, FAQs, and support documentation.
• Provide holiday, after-hours, and outage coverage when needed.

Requirements

• Up to 1 year of experience in technical support, help desk, or a customer-facing role; internships and co-ops count.
• Customer-first mindset and commitment to delivering an outstanding support experience.
• Clear written and verbal communication, including the ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment.
• Familiarity with basic technical concepts such as web browsers, connectivity, and general software navigation.

Nice to have

• Experience working in Zendesk.
• Prior exposure to SaaS products or demonstrated curiosity about how software works.
• Familiarity with public sector or government-facing organizations.

Culture & Benefits

• Hybrid work model with three office days per week.
• Twice-yearly additional days attached to long weekends.
• Up to eight hours of paid philanthropy time annually.
• Development support through budget, mentorship, AI learning, government technology expertise, and advancement opportunities.
• Community engagement, relationship-building opportunities, and an emphasis on supported, sustainable work.