Product Support Analyst (AI)

Location: Remote in Canada, Kitchener, Ontario, Toronto, Ontario, or Winnipeg, Manitoba; shift rotation includes weekdays, evenings, and weekends based on Eastern Time.

Salary: CAD 55,000–65,000 annual base salary.

Company

hirify.global is an education technology and cloud company developing learning environments and solutions for schools, higher education institutions, and companies.

What you will do

• Investigate application problem reports, identify causes, determine solutions, and recommend workarounds.
• Support client technical teams through chat, phone, email, and case-tracking systems, documenting issues and resolutions.
• Research technical documentation, correct improperly configured installations, replicate issues, and resolve problems within Service Level Objectives.
• Create software defect and feature enhancement reports, support documentation, FAQs, and internal and client-facing knowledge articles.
• Participate in collaborative troubleshooting sessions to identify root causes of complex issues.
• Work a rotating schedule covering weekdays, evenings, and weekends on Eastern Time.

Requirements

• Strong analytical, problem-solving, decision-making, pattern-recognition, research, organization, prioritization, and attention-to-detail skills.
• Ability to learn new tools and products quickly, multitask, work independently and collaboratively, and operate in a fast-paced environment.
• Ability to write, interpret, and debug SQL queries; experience with Microsoft SQL.
• Working knowledge of web services including SOAP and REST, XML, HTML, ASP, ASPX, C#, .NET, Java, JavaScript, and Microsoft technologies.
• Working knowledge of Active Directory, Office 365, OAuth, LDAP, and SAML.
• Understanding of web applications, web servers, database servers, and client-to-server communication.
• Experience with Wireshark, Fiddler, and browser-based diagnostic and reporting tools.
• Strong written and verbal communication, customer service, time management, and technical explanation skills.
• Bachelor’s degree in Computer Science or equivalent technical experience.

Nice to have

• Customer service experience and relevant experience in a similar role.
• Helpdesk experience.
• LMS user, administration, or support experience.
• Experience with Salesforce or another ticketing system.
• Acumen with Artificial Intelligence tools.

Culture & Benefits

• Flexible work arrangements and a remote work option in Canada.
• Learning and growth opportunities, including tuition reimbursement of up to CAD 4,000 through the SkillsWave Program and two paid days for related activities.
• Wellbeing support, including mental health services, an Employee and Family Assistance Program, and financial planning.
• Retirement planning, competitive benefits, wellness reimbursement, home internet reimbursement, and two paid volunteer days.
• Inclusive work environment with employee recognition, referral programs, social events, and dog-friendly offices.

Hiring process

• Applications are reviewed personally by a member of the Talent Acquisition team.
• Accessibility requirements can be submitted confidentially to the recruiting team.