Software Support Analyst

TL;DR

Software Support Analyst: Provide remote technical support for enterprise SaaS and on-premise products with an accent on troubleshooting application, database, and infrastructure issues. Focus on managing complex support cases, meeting SLA commitments, and driving customer satisfaction.

Location: Hybrid work setup across Australia, New Zealand, USA, and UK

Company

hirify.global develops SaaS solutions for government clients with offices in Australia, New Zealand, USA, and the UK.

What you will do

• Manage complex support tickets from triage to resolution for SaaS and on-premise products
• Troubleshoot issues across application, database, and infrastructure layers using logs and SQL queries
• Maintain SLA compliance for Priority 1-4 incidents
• Document solutions and contribute to knowledge base for product improvements
• Translate customer issues into actionable bug reports and feature requests
• Collaborate with Technical Account Managers to ensure customer satisfaction

Requirements

• Remote technical support role with hybrid work format
• Experience with log analysis, networking fundamentals, Windows Server, and web hosting
• Hands-on experience with MySQL, SQL Server, Windows, and familiarity with Linux CLI
• Strong written and verbal communication skills
• Excellent customer service skills
• English proficiency at least B2 level

Culture & Benefits

• Hybrid working to balance work and life
• Extensive learning resources for technical skill development
• Open plan office environment encouraging collaboration
• Employee Assistance Programme for confidential support
• Regular social events to connect with the team