Support Analyst

TL;DR

Support Analyst: Acting as the first point of contact for incoming support cases, managing triage, and routing tickets to appropriate teams with an accent on accurate case categorization and efficient handoff. Focus on monitoring queue health, collaborating with internal teams to refine routing processes, and enhancing overall customer experience.

Location: Hybrid in Madrid, Spain, with an office-first culture encouraging three days a week in office.

Company

hirify.global's mission is to enable organizations to use data and AI responsibly, simplifying data collection, automating governance, and activating responsible data use with over 300 patents and 14,000 global customers.

What you will do

• Act as the first point of contact for all incoming support cases, managing a single queue and ensuring timely triage.
• Review and route tickets to the appropriate teams based on issue type.
• Maintain accurate case categorization and ensure smooth handoff to technical specialists or product teams.
• Monitor queue health and proactively identify bottlenecks or misrouted cases to improve efficiency.
• Collaborate with internal teams to refine routing processes and enhance overall customer experience.

Requirements

• A degree, higher education qualification, or 1-3 years’ experience in a similar role.
• Familiarity with and understanding of SaaS, cloud vs. on-premise environments, and APIs.
• A fast learner mindset and the ability to quickly master new technologies.
• Strong analytical and problem-solving skills with a focus on practical outcomes.
• Excellent written and verbal communication skills (English B2+ required).
• A flexible, can-do attitude and openness to working alternative shifts (e.g. late shifts, weekends) when needed.

Nice to have

• Experience in the privacy and/or Governance, Risk & Compliance.
• Additional language skills (French, German, Spanish, Portuguese).

Culture & Benefits

• Office-first culture, encouraging three days a week in office for most roles.
• Comprehensive healthcare coverage.
• Flexible PTO and equity RSUs.
• Annual performance bonus opportunities and retirement account support.
• 14+ weeks of paid parental leave.
• Career development opportunities and company-paid privacy certification exam fees.