Product Support Analyst I

TL;DR

Product Support Analyst I (SaaS): Troubleshoot complex technical issues for users on the hirify.global education platform with an accent on product knowledge, customer empathy, and operational efficiency. Focus on collaborating with cross-functional teams, updating support resources like Help Center articles and AI agents, and contributing customer insights to product launches.

Location: Remote in Brazil, working with teams in Brazil and the United States.

Company

hirify.global is a platform empowering experts and businesses to create and scale online courses, coaching, and digital downloads with AI-assisted tools for human-led education.

What you will do

• Engage customers via chat, email, and virtual meetings to provide timely solutions.
• Troubleshoot and resolve issues by collaborating with cross-functional teams.
• Participate in meetings, meet KPIs, and support team success.
• Update Help Center articles, train AI agent, and enhance support resources.
• Share insights in team channels and contribute to product launches.

Requirements

• 2+ years in product support, preferably SaaS.
• Excellent written and verbal communication skills.
• Fluent or advanced English (spoken and written) required.
• Familiarity with debugging tools, browser developer tools, and log analysis.
• Strong problem-solving and proactive approach.
• Experience with customer service platforms.
• Ability to thrive in fast-paced environment.

Culture & Benefits

• Remote-first culture with flexibility and in-person events for team bonding and alignment.
• CLT contract with full benefits, paid in BRL.
• Part of Hotmart portfolio, focused on creator success and student outcomes.
• Dynamic, cross-cultural team environment emphasizing empathy, curiosity, and operational excellence.