Associate Product Support Specialist (AI)

Location: Waterloo, Ontario, Canada

Salary: CAD 41,400–62,200 per year

Company

hirify.global is a global information management company focused on digital transformation, AI-driven innovation, and enterprise technology.

What you will do

• Provide technical and account support to clients by phone and email, resolving missing-data, system-functionality, and escalated technical issues.
• Investigate and troubleshoot high-priority cases using CRM systems, knowledge bases, and technical resources.
• Collaborate with Engineering, Development, and cross-functional support teams to escalate issues, reproduce defects, test fixes, and identify trends.
• Create, maintain, and improve knowledge base articles and support documentation.
• Support and mentor team members through real-time assistance, coaching, and knowledge sharing.
• Meet service quality and performance targets while adapting to product, process, training, and support changes.

Requirements

• Ideally, 1–2 years of experience providing technical support for Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• Strong analytical, troubleshooting, and critical-thinking skills.
• Technical proficiency in Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• Excellent verbal and written communication skills.
• Passion for delivering high-quality client service and technical support.

Nice to have

• Associate degree in a technical or computer-related field; equivalent relevant work experience may replace formal education.
• Previous experience in training, coaching, or mentoring.

Culture & Benefits

• Collaborative culture built around trust, ethics, resilience, and client focus.
• Training, leadership, ongoing coaching, and resources for technical development.
• Benefits package supporting physical, emotional, and financial wellbeing.
• Vacation entitlement and paid time off.
• Variable and commission compensation opportunities may be available for eligible roles.
• Respectful and inclusive workplace with accommodation support during the recruitment process.