Application Support Analyst

TL;DR

Application Support Analyst: Resolving technical issues and providing expert guidance for industry-leading SaaS solutions with an accent on root cause analysis, log file examination, and network-level troubleshooting. Focus on maximizing customer value by efficiently escalating and resolving complex incidents and sharing best practices.

Location: Fully remote (Mexico Only). Must align with Eastern Standard Time (EST) business hours.

Company

hirify.global is transforming the Sales Performance Management (SPM) market by providing cutting-edge SaaS solutions that empower revenue leaders globally to design smarter go-to-market strategies and maximize seller performance.

What you will do

• Act as a trusted advisor, resolving technical issues through investigation, root cause analysis, and best practice guidance.
• Troubleshoot incidents by gathering detailed problem descriptions, log files, error traces, and replicating issues.
• Provide multichannel support via CRM, email, video conferencing, and screen sharing.
• Collaborate cross-functionally with Engineering, Product, and Customer Success to escalate and resolve issues efficiently.
• Maintain detailed case documentation and ensure timely updates and communication with customers.
• Participate in on-call rotation for weekend or after-hours coverage.

Requirements

• 2+ years of experience in a technical support or application support role, ideally within a SaaS environment.
• Strong understanding of relational databases and SQL scripting (querying, updating, debugging).
• Familiarity with client-server architecture and web-based application support.
• Experience in log file analysis, trace review, and root cause identification.
• Knowledge of browser developer tools and ability to analyze HAR files and network-level issues.
• Exposure to network fundamentals including DNS, DHCP, SSL, proxies, and firewall configurations.
• Experience with APIs and REST-based integrations.
• Ability to clearly explain technical concepts to non-technical users.
• Comfortable working in a high-volume case environment, prioritizing effectively under pressure.
• Must be based in Mexico and able to align with Eastern Standard Time (EST) business hours.

Nice to have

• Understanding of OAuth, SSO/SAML, and authentication protocols.
• Experience working in a Linux environment (basic navigation, logs, environment variables).
• Familiarity with cloud platforms, especially AWS.
• Understanding of JavaScript-based applications, including analyzing stack traces or exceptions.

Culture & Benefits

• Market Leading Compensation Package.
• Wellness Programs to Support Health and Wellbeing.
• Remote Work Flexibility.
• Comprehensive Employee Insurance Coverage: Medical, Dental, Vision, Life Insurance.
• Annual Time Off in accordance with legislative requirements.
• Global Connected Culture with continuous development opportunities.

Hiring process

• Application Review (experience and salary expectations).
• HackerRank (25 min technical assessment).
• Recruiter Screen (20 min conversation).
• Technical Interview (1 hr 15 min deep dive with hiring manager).
• Decision & Offer.