Senior Technical Support Representative

Location: Remote within the United States; schedule requires Monday-Friday coverage during one of the listed Mountain Time shifts: 7:00 am-4:00 pm MDT, 8:00 am-5:00 pm MDT, or 9:00 am-6:00 pm Utah Mountain Time.

Company

hirify.global provides property management software solutions and supports customers using its product suite.

What you will do

• Provide advanced technical support through phone, ticketing systems, and chat, resolving complex and escalated software issues.
• Diagnose software functionality and system-performance problems and maintain ownership of incidents through resolution.
• Communicate troubleshooting steps, resolution paths, product updates, and best practices to customers.
• Identify and document software defects, design concerns, and reliability challenges for internal teams.
• Mentor junior support engineers and contribute to knowledge-base documentation and process improvement.
• Participate in special projects and team initiatives.

Requirements

• 2-4 years of experience in technical support, preferably supporting B2B enterprise customers.
• Associate's degree or equivalent work experience.
• Strong technical, analytical, troubleshooting, and problem-solving skills in a multi-platform environment.
• Excellent written and verbal communication skills, with the ability to document and explain technical issues clearly.
• Experience mentoring or assisting junior support engineers, strong attention to detail, and effective workload prioritization.
• Ability to work effectively in a fast-paced, high-stress environment and adapt to changing priorities.

Nice to have

• Experience with property management software or a related industry.
• Familiarity with knowledge-base systems and documentation best practices.

Culture & Benefits

• Remote full-time work within the United States.
• Use company-approved generative AI tools to accelerate high-value work while auditing outputs for accuracy and hallucinations.
• Protect proprietary and personally identifiable information from unauthorized AI models.
• Contribute to continuous improvement through team meetings, documentation, and operational initiatives.