Technical Support Analyst

TL;DR

Technical Support Analyst (Tier 2): Serving as the bridge between Tier 1 support and engineering by handling escalated issues involving financial data investigations, account corrections, and third-party integrations with an accent on structured troubleshooting across UI, databases, and sync behaviors. Focus on distinguishing user errors from platform defects, documenting findings accurately, and communicating technical resolutions to non-technical customers.

Remote (US-based)

Company

The first complete platform for modern accounting firms, backed by top-tier investors and recognized as one of the fastest-growing scale-up SaaS companies.

What you will do

• Triage and resolve escalated Tier 1 tickets requiring elevated access, data investigations, and account corrections like email failures, discrepancies, and export/import issues.
• Apply structured checklists to validate issues, rule out expected behaviors, and confirm data before escalating to Tier 3.
• Investigate data integrity across hirify.global and third-party systems, resolving mismatches in client records, balances, and PM syncs.
• Guide Tier 1 on triage and escalation, identify patterns signaling bugs or gaps, and communicate to engineering.
• Collaborate with customers, Customer Success, Implementation, and Engineering for timely resolutions.
• Develop internal documentation, escalation guidelines, and knowledge base articles; provide empathetic customer communication.

Requirements

• 2–4 years in technical support, customer support operations, or related technical role, ideally in SaaS
• Solid SQL knowledge for querying and investigating data issues
• Experience with integrated systems including APIs, data syncs, and third-party connections
• Strong analytical and problem-solving skills to distinguish user error, configuration, and bugs
• Excellent written/verbal communication for technical and non-technical audiences
• Highly organized for managing multiple investigations
• Strong data integrity mindset with accurate documentation

Nice to have

• Familiarity with LogRocket, Logs Explorer, or session replay tools
• Experience with Zendesk, JIRA, or support/issue-tracking platforms
• Understanding of accounting principles, A/R workflows, or accounting software
• Exposure to ETL pipelines, data syncs, or integration monitoring
• Experience with CPA firms or professional services

Culture & Benefits

• Remote, work-from-anywhere culture with adventure travel stipend ($1,000 annually)
• Flexible PTO
• World-class health benefits including health, vision, dental, HSA/FSA, and mental health support
• Stock options for full-time employees
• 401(k) matching
• Values: Relentless by Design, Owners not Renters, Trust at the Core