Technical Support Advisor II

TL;DR

Technical Support Advisor II: Providing technical guidance and support for hirify.global applications to clients with an accent on maximizing product value and building strong relationships. Focus on troubleshooting software issues, improving support processes, and facilitating solutions for client financial processes.

Location: Remote (North America)

Company

hirify.global is a high-growth software company revolutionizing how utilities serve their communities with the first and only cloud-native platform.

What you will do

• Serve as lead resource for clients transitioning from implementation projects to active production workflows.
• Continuously improve documentation, support engagement, and client enablement.
• Research and troubleshoot software and technical issues.
• Contribute to and improve internal business processes for support-related client communication and queue management.
• Nurture client relationships to ensure a high level of satisfaction.
• Facilitate and architect solutions to client financial processes.

Requirements

• 1-2 years of experience in technical support, IT help desk, or a related field.
• Strong understanding of relational databases and SQL.
• Strong understanding of Application Programming Interfaces (API).
• Experience working with Help Desk, Ticketing, or CRM Software (FreshDesk, Jira).
• Understanding of SaaS applications, cloud platforms, and web applications.
• Excellent communication and customer service skills.
• Experience supporting enterprise-level SaaS applications.

Nice to have

• Familiarity with utility billing practices, rate structures, and regulatory requirements.
• Experience in the utility industry, finance, or accounting.
• Understanding of modern development and deployment methodologies including AWS, GCP, and Azure.

Culture & Benefits

• Remote-first environment with flexible working hours across North America.
• Competitive total rewards and comprehensive compensation package.
• Complete setup including MacBook and $500 for home workspace.
• Health, dental, vision, and life insurance from day one.
• Generous PTO, Summer Friday half-days, and unlimited sick days.
• RRSP (Canada) and 401k (US) matching programs.
• $2,500 annual development fund, tuition assistance, and Book Bounty program.
• Annual company events and team offsites.

Hiring process

• Stage 1: 30-minute Recruiter Interview.
• Stage 2: Take Home Assignment (3-day deadline).
• Stage 3: 1-hour Final Interview with the Client Success Team.
• Stage 4: References/Offer.