Support Analyst (EdTech)

Location: Auckland, New Zealand; hybrid

Company

hirify.global is an EdTech and SaaS company operating a digital classroom platform used by students, teachers, and schools worldwide.

What you will do

• Handle customer inquiries through email and chat, diagnosing technical issues across hirify.global, Book Creator, Companion, and other products.
• Maintain high CSAT and CES scores while meeting an 87–95% SLA.
• Investigate complex bugs and integration issues, identify root causes, and improve first-contact resolution.
• Use screen-shares and calls to guide users, gather diagnostic information, and provide a human touch during difficult technical situations.
• Prepare screen recordings, logs, reproduction steps, and other diagnostic data for engineering teams.
• Document and track bugs, share user insights, maintain internal knowledge, and contribute to product discussions with New Zealand-based engineering teams.

Requirements

• 3–5 years of experience in a customer-facing role, preferably in a SaaS or fast-paced technology environment; more experienced candidates may be considered for a Senior role.
• Strong critical-thinking and problem-solving skills, with persistence in investigating software issues.
• Comfort troubleshooting browser-based software and learning tools such as HubSpot, Intercom, and Slack.
• Ability to explain complex technical issues in simple, friendly steps for teachers or parents.
• Strong cross-functional communication and collaboration skills with technical and engineering stakeholders.
• Ability to manage time and support tickets independently in a remote or distributed team environment, with proactive communication.

Nice to have

• Interest in EdTech or experience working with schools and teachers.

Culture & Benefits

• People-first environment focused on improving education and supporting teachers, students, and schools.
• High-performing, diverse team with experience from startups, Fortune 500 companies, and big tech.
• Learning and development support, including subsidised courses, certifications, conferences, and access to Udemy.
• Opportunity to work on a platform used by approximately 70 million users in 175 countries.