Application Support Analyst (SaaS)

TL;DR

Application Support Analyst (SaaS): Providing expert technical assistance to users of Sales Performance Management solutions with an accent on troubleshooting SaaS platforms and SQL scripting. Focus on resolving complex technical incidents, coordinating across departments, and ensuring high client satisfaction.

Location: Remote (Must be based in Mexico). Working hours must align with Eastern Standard Time (EST).

Company

hirify.global is a market leader in Sales Performance Management (SPM), providing cutting-edge SaaS solutions that empower revenue leaders to optimize go-to-market strategies.

What you will do

• Resolve technical problems by troubleshooting incidents, collecting logs, and replicating issues.
• Communicate investigation progress to clients and maintain accurate records in the CRM system.
• Utilize support tools and processes to meet KPI targets, including SLA and QA metrics.
• Share best practices for the utilization and deployment of hirify.global products.
• Collaborate with product and development teams to report bugs and contribute to product enhancements.

Requirements

• 2+ years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Familiarity with relational database concepts and SQL scripting.
• Knowledge of client-server architecture and troubleshooting web-based applications.
• English proficiency: CEFR B2 level or higher required.
• Ability to work within Eastern Standard Time (EST) business hours.

Culture & Benefits

• Market-leading compensation package.
• Comprehensive employee insurance: Medical, Dental, Vision, and Life Insurance.
• Remote work flexibility with a results-driven culture.
• Wellness programs to support health and wellbeing.
• Annual time off in accordance with legislative requirements.
• Continuous development opportunities within a diverse, global team.