Technical Support Analyst II

TL;DR

Technical Support Analyst II (Bold Group Financial Management): Diagnose and resolve complex issues in business management software using SQL queries, log files, source code, and system infrastructure with an accent on root cause analysis and preventing recurring problems. Focus on troubleshooting Windows environments, database optimization, and providing empathetic customer support in a 24/7 on-call rotation.

Location: Remote anywhere in the United States. Must be eligible to work in the US without sponsorship. May require travel to Corporate Headquarters in Denver, Colorado, or other North America offices.

Salary: $60,000 - $80,000 USD per year

Company

hirify.global is a leading service commerce platform providing vertically tailored SaaS solutions for home & field services, health services, and fitness & wellness industries.

What you will do

• Track, manage, and resolve Tier 2 support tickets independently with timely communication.
• Monitor ticketing queues, escalations, and emails, responding promptly.
• Diagnose complex issues using SQL queries, logs, traces, source code, and infrastructure.
• Deep dive into databases, code, and logs to identify root causes and implement preventive solutions.
• Document processes, solutions, and updates for teams and customers.
• Act as customer advocate, provide feedback, take ownership of issues, and balance priorities in 24/7 on-call rotation.

Requirements

• C1 level English proficiency (spoken and written)
• 2+ years software development experience to read code, write scripts, and query databases
• 5+ years customer-facing technical support (application, OS, or networking)
• Strong troubleshooting in Windows (event logs, permissions, networking)
• Proficiency with Microsoft SQL Server (queries, schema, stored procedures)
• Ability to participate in rotating 24x7 on-call schedule
• Comfortable working independently in remote setting
• Customer advocacy, empathy, attention to detail

Nice to have

• Experience with ERP solutions
• Experience with alarm monitoring platforms, PSIM, or central station operations

Culture & Benefits

• Distributed global team experienced with remote work across time zones
• Flexibility for in-office, remote, or hybrid within US
• Day 1 health and wellness benefits with annual stipend
• 401k with up to 4% match and immediate vesting
• Flexible and generous time-off
• Employee Stock Purchase Program and professional development investment