SaaS Support Analyst (SQL)

TL;DR

SaaS Support Analyst (SQL): Providing expert technical assistance and troubleshooting for a Sales Performance Management SaaS platform with an accent on SQL scripting and relational databases. Focus on resolving complex technical incidents, optimizing product utilization, and ensuring high client satisfaction through cross-functional collaboration.

Location: Remote (Mexico Only). Must be able to align working hours with Eastern Standard Time (EST).

Company

hirify.global is a market leader in Sales Performance Management (SPM) providing cutting-edge SaaS solutions for revenue optimization.

What you will do

• Resolve technical problems by troubleshooting incidents, collecting logs, and performing replication.
• Communicate investigation progress to clients and maintain detailed records in the CRM system.
• Share best practices for hirify.global product utilization and deployment to help customers maximize business value.
• Meet and support KPI targets, including SLA, QA, and resolution rates.
• Participate in scheduled weekend coverage for on-call rotations.

Requirements

• 2+ years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Familiarity with relational database concepts and SQL scripting.
• English proficiency at CEFR B2 level or higher.
• Experience troubleshooting web-based applications and understanding client-server architecture.

Culture & Benefits

• Market-leading compensation package.
• Comprehensive insurance coverage including Medical, Dental, Vision, and Life insurance.
• Remote work flexibility and wellness programs to support health and wellbeing.
• Continuous professional development opportunities.
• Global connected culture with hubs in Romania, UK, US, and Canada.