Business Analyst (Customer Success & Technical Support)

TL;DR

Business Analyst (Customer Success & Technical Support): Gathering, documenting, and validating business and functional requirements for Support and CS initiatives with an accent on improving Support outcomes and translating operational goals into well‑defined epics and stories. Focus on improving self‑service, support tooling, data quality, automation, and AI‑assisted experiences.

Location: Hybrid Sofia, Bulgaria

Company

hirify.global is a trusted provider of software that enables customers to develop, deploy, and manage responsible, AI-powered applications and experiences with agility and ease.

What you will do

• Partner with Customer Success, Technical Support, and cross‑functional stakeholders to understand objectives, workflows, and requirements for Support and CS initiatives.
• Collaborate with Product Owners, Developers, QA, and business partners throughout discovery, delivery, and UAT to clarify requirements, refine backlogs, and document decisions.
• Contribute to initiatives that improve self‑service, support tooling, data quality, automation, and AI‑assisted experiences.
• Support incident triage and issue resolution for Support‑facing systems by assisting with impact assessment, root cause documentation, and validation testing.
• Build clear process artifacts and partner with enablement and operations teams to validate solutions through pilots, feedback loops, and real‑world test scenarios.
• Participate in agile ceremonies and support day‑to-day delivery coordination.

Requirements

• 3–5+ years of experience as a Business Analyst, Business Systems Analyst, or similar role.
• Prior experience in Support Operations, Technical Support, or Customer Success.
• Experience supporting operational issue management, including triage, root cause analysis, and validation of fixes with technical teams.
• Comfortable working with cross-functional teams using agile delivery models.
• Experience with Salesforce Service Cloud and Experience Cloud required.
• Basic understanding of integrations, data flows, and system dependencies (conceptual).

Culture & Benefits

• Generous remuneration package and Employee Stock Purchase Plan Enrollment.
• 30 days paid annual vacation and an extra day off for your birthday.
• Premium healthcare and dental care coverage and additional pension insurance.
• Well-equipped gym on-site with CrossFit equipment and a climbing wall and co-funded Multisport card.
• Daycare Center for your little ones onsite.
• Flexible working hours and free underground parking.