Technical Support Analyst - Tier I (DMS)

Location: South Jordan, Utah, United States. Full-time in the office for the first six months, followed by a hybrid schedule of two to three office days per week and the remaining days from home. Applicants must be authorized to work in the U.S.

Company

hirify.global provides cloud-based dealer management software for powersport, marine, RV, trailer, and golf car dealerships, supporting sales, parts, service, rentals, payments, accounting, and CRM operations.

What you will do

• Diagnose and troubleshoot complex software, networking, and hardware issues affecting dealer use of the DMS platform.
• Provide technical support through phone, email, live chat, and ticketing systems across core DMS modules.
• Document case resolutions, manage support tickets end-to-end, and escalate unresolved issues with timely follow-up.
• Build dealer trust by meeting resolution-time goals and communicating clearly with technical and non-technical users.
• Collaborate with developers, product managers, and support colleagues to resolve critical issues and identify recurring product problems.
• Implement process improvements that enhance software quality and the dealer experience.

Requirements

• 2–3 years of experience in technical support, preferably in a SaaS or IT environment.
• Strong knowledge of Windows operating systems, including troubleshooting and configuration.
• Advanced ability to diagnose software issues and troubleshoot hardware and network setups.
• Experience managing support tickets, documenting issues, and following up on escalated cases.
• Exposure to, or interest in learning, the dealership, powersports, marine, RV, trailer, outdoor power equipment, or golf cart industries.
• Ability to collaborate with developers, product managers, and other cross-functional teams.
• Strong problem-solving and critical-thinking skills in high-pressure situations.
• Strong written and verbal communication skills, including the ability to explain complex technical concepts to technical and non-technical audiences.
• Commitment to continuous learning in technical support, emerging technologies, and industry trends.

Nice to have

• Experience in dealership or recreational industries.
• Experience with cloud-based software and APIs.
• Proficiency in SQL and familiarity with database management.
• Basic networking knowledge, including IP configuration and VPN setup.

Culture & Benefits

• Inclusive office environment focused on teamwork, community, face-to-face collaboration, resource access, and idea sharing.
• Comprehensive on-the-job training for hirify.global DMS software and support tools.
• After training, the option to work four 10-hour shifts or five 8-hour shifts.
• Career growth opportunities into Senior Technical Support, Product Management, Leadership, Software Development, or Quality Assurance; many Tier I team members advance within 12–18 months.
• Commitment to inclusion, diversity, and equal employment opportunity.