Application Support Analyst (Intellectual Property)

Location: Hybrid in Ann Arbor, Michigan, United States; office attendance Tuesday through Thursday. Shifts are scheduled within 8:00 AM–8:00 PM EST.

Company

hirify.global provides intellectual property products and services, including Foundation IP, Memotech, and Inprotech.

What you will do

• Provide first-line functional and technical support to internal and external clients through phone, email, chat, and customer service systems.
• Diagnose and resolve product, data, technical, and system issues while meeting service-level agreements.
• Gather user information, document support requests, and investigate incidents and enhancement requests.
• Escalate complex or unique issues to senior staff and coordinate communication with customers and internal stakeholders.
• Report customer feedback and contribute to coordinated best practices across the organization.

Requirements

• Bachelor’s degree or equivalent work experience in a customer care environment.
• At least 2 years of experience in technical support or customer service.
• Strong troubleshooting, technical support, and customer communication skills.

Nice to have

• Knowledge of Oracle or SQL Server.
• Proficiency in Microsoft Office.
• Experience configuring web servers, writing SQL queries, and working with IIS.

Culture & Benefits

• Full-time hybrid work from the Ann Arbor office.
• Eight-hour shifts may vary to accommodate specific requirements.
• Support collaboration with engineers, product specialists, end-users, IT teams, vendors, and North American customers.
• Equal employment opportunities are provided in accordance with applicable laws and regulations.