Support Analyst (Customer Support)

TL;DR

Support Analyst (Customer Support): Providing technical support for DataVoice utility management systems with an accent on software troubleshooting and customer issue resolution. Focus on diagnosing application errors, managing ticket lifecycles, and collaborating with internal technical teams to maintain stable customer environments.

Location: Remote (Must be based in Canada or the US). Valid passport and legal eligibility for international travel required. Preference for CST timezone.

Salary: $48,000 - $60,000

Company

hirify.global is a leading provider of mission-critical software to the public sector in North America.

What you will do

• Respond to customer support requests and troubleshoot software, application, and data issues.
• Document troubleshooting steps and resolutions clearly within the ticketing system.
• Monitor and manage ticket progression, escalating complex issues to senior teams or leadership.
• Partner with internal teams to investigate technical details and ensure effective problem resolution.
• Maintain and update support documentation and knowledge base content.
• Participate in on-call or after-hours support coverage.

Requirements

• Based in Canada or the United States.
• Valid passport and legal eligibility for international travel to Canada, the US, and the Caribbean.
• Associate’s degree or technical certification in IT, Computer Science, or related field.
• 1+ years of experience in customer service or technical support preferred.
• Strong communication skills and a customer-focused approach.
• Basic troubleshooting skills and comfort learning new software systems.

Nice to have

• Experience supporting enterprise software or familiarity with the utility industry (IVR, GIS).
• Basic understanding of databases, application logs, networking, or Windows/Linux server environments.
• Experience using professional ticketing systems.

Culture & Benefits

• 3 weeks’ vacation and 5 personal days.
• Comprehensive Medical, Dental, and Vision insurance paid 100% by Harris from day one.
• Employee stock ownership and RRSP/401k matching programs.
• Remote work flexibility and lifestyle rewards.