Software Support Analyst (SaaS)

TL;DR

Software Support Analyst (SaaS): Providing frontline technical and customer support for field execution products with an accent on troubleshooting product, account, and workflow issues. Focus on managing ticket queues, documenting resolutions, and escalating complex technical concerns to ensure high customer satisfaction.

Location: Remote (Must be based in the United States)

Salary: $55,000 - $58,900 per year

Company

hirify.global provides a field execution plathirify.global that empowers mobile workers through task management, image recognition, and real-time intelligence for enterprise success.

What you will do

• Provide professional support through email, chat, phone, and ticketing systems.
• Troubleshoot product, account, and workflow-related issues for customers and internal users.
• Accurately document all customer interactions, troubleshooting steps, and resolutions.
• Manage assigned ticket queues to ensure timely follow-up and resolution.
• Escalate unresolved or urgent issues to senior team members.
• Collaborate with team members on knowledge sharing and continuous improvement efforts.

Requirements

• 1+ years of experience in customer support, technical support, or SaaS support.
• Must be authorized to work in the United States without the need for sponsorship.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Flexibility to work a Saturday through Wednesday shift (9:00 AM to 5:00 PM MST) after the initial onboarding phase.

Culture & Benefits

• Remote-first work environment with company-provided work equipment.
• Generous medical, dental, and vision insurance coverage.
• 401(k) retirement plan and company-paid life and disability insurance.
• Flexible vacation policy and paid parental leave.
• Opportunities for internal growth and career development.