Application Support Technicians (ERP)

Location: Remote - US

Company

hirify.global provides ERP software products for manufacturing, building supply, and device management businesses.

What you will do

• Provide frontline support through phone, email, live chat, and self-service cases.
• Diagnose software issues and deliver timely, accurate, empathetic resolutions.
• Collaborate within a swarm support model, sharing knowledge and contributing to collective problem-solving.
• Maintain expertise in ERP product functionality and new releases.
• Work with cross-functional teams on software defects, enhancement requests, and customer concerns.
• Follow up with customers and communicate clearly throughout issue resolution.

Requirements

• 4+ years of experience in software or application support, including troubleshooting issues involving code, data, and environmental components; ERP or supply-chain software experience is a bonus.
• Strong customer-service background, phone etiquette, and professional call-handling skills.
• Ability to diagnose and resolve complex application issues and performance bottlenecks.
• Strong verbal and written communication skills for technical and non-technical stakeholders.
• Ability to manage multiple assignments, prioritize tasks, meet demanding deadlines, and maintain customer satisfaction.
• Excellent analytical, troubleshooting, decision-making, and methodical problem-solving skills.
• Ability to work effectively in a fast-paced, high-performance team; swarm-support experience is a plus.
• Ability to navigate unfamiliar issues independently, use available resources, collaborate with team members, and adapt to evolving challenges.
• Bachelor’s degree in a relevant field, or 4 years of direct relevant experience in ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.

Nice to have

• SQL proficiency.
• Experience with monitoring tools such as Nagios, Splunk, or Datadog and application-log analysis.
• Experience supporting accounting or finance software.
• Windows OS proficiency and foundational knowledge of standard IT hardware.
• Knowledge of AWS, Azure, or Google Cloud and troubleshooting cloud-hosted applications.
• Knowledge of Microsoft Office 365 tools, features, and administration.
• Database-management experience and basic accounting principles.
• Foundational knowledge of TCP/IP, DNS, and HTTP.
• Basic understanding of RESTful APIs and SOAP services.

Culture & Benefits

• Remote work from the US.
• Customer-centric support model focused on exceptional customer experiences.
• Collaborative swarm-support environment with shared knowledge and cross-functional teamwork.
• Role involves handling phone, email, chat, and self-service customer interactions.