Tier 1 Production Support Analyst - Analyst (Insurance)

Location: Hybrid; office Monday–Thursday with remote flexibility on Friday. Can be based in Des Moines, Iowa; the greater Colorado Springs, Colorado area; or the greater Salt Lake City, Utah area. Working hours are 8:00 AM–5:00 PM EST.

Base salary: $60,000–$75,000 per year; paid hourly and classified as non-exempt, with overtime eligibility.

Company

hirify.global provides an annuities eApplication platform supported by a production support function serving clients.

What you will do

• Provide front-line technical support for the annuities eApplication platform and respond to client inquiries and support requests.
• Troubleshoot system-related issues and resolve support tickets with urgency and professionalism.
• Identify critical incidents and coordinate escalation and resolution with cross-functional hirify.global teams.
• Maintain response-time compliance, service-level expectations, and customer satisfaction targets.
• Develop standardized workflows, document best practices, and contribute to process improvement initiatives.
• Collaborate with Production Support team members to share workload and maintain active coverage during working hours.

Requirements

• 1–3 years of experience in the technology industry.
• Experience providing direct end-user support for software, including custom-built software or a SaaS platform.
• Experience using an online ticketing system and providing support.
• Experience creating user documentation.
• Ability to perform technical support and ticket resolution under general supervision while demonstrating sound judgment and accountability.

Nice to have

• Experience with Jira.
• Experience with Jira Confluence and SharePoint.
• Experience in the insurance industry.

Culture & Benefits

• Collaborative, fast-paced work environment with general supervision.
• Equity for all full-time employees and an annual performance bonus.
• Employer-matched retirement plan and subsidized healthcare.
• Employer-paid dental, vision, telemedicine, and virtual mental health counseling.
• Parental leave and paid time off.