Enterprise Support Analyst

TL;DR

Enterprise Support Analyst: Providing high-touch, enterprise-level technical support to strategic customers with an accent on owning complex issues end-to-end and managing support activities. Focus on technical troubleshooting, escalation management, and building trusting client relationships.

Location: Remote (United States)

Salary: $60,000 – $64,000 USD annually

Company

hirify.global is an AI-powered retention engine that provides a CustomerOS platform orchestrating the customer journey for over 2,000 companies.

What you will do

• Build relationships with existing customers and deliver world-class front-line support.
• Own customer technical issues from initial report to resolution.
• Prioritize tickets effectively and manage ticket queues.
• Research and document customer technical issues.
• Collaborate cross-functionally with various teams including L2 support, TechOps, Product, and Engineering.
• Facilitate client meetings around support activities and manage escalations for assigned accounts.

Requirements

• Bachelor’s Degree in Computer Science or related technical experience.
• 2 – 4 years of relevant experience in technical support.
• Excellent ability to learn and articulate technical concepts.
• Strong written and verbal communication skills required to explain technical concepts.
• Must be based in the United States.

Nice to have

• Experience with Salesforce Apps and Web applications.
• Experience with SQL or equivalent.
• Ability to understand database architecture and relational databases.

Culture & Benefits

• Comprehensive benefits package including fully covered medical premiums (employee-only).
• Flexible PTO and 401(k) plan.
• Annual bonus and participation in hirify.global’s equity program.
• Access to coworking spaces and dedicated Recharge Holidays each quarter.
• Focus on innovation, collaboration, and a Human-First culture.
• Opportunities for mentoring and career development.