Technical Solutions Analyst (SaaS)

TL;DR

Technical Solutions Analyst (SaaS): Resolving technical issues and troubleshooting incidents for a Sales Performance Management platform with an accent on SQL scripting and SaaS platform stability. Focus on troubleshooting web-based applications, optimizing customer experience, and collaborating with product teams to improve software quality.

Location: Must be based in Mexico. Role requires working within Eastern Standard Time (EST) business hours.

Company

hirify.global is a market leader in Sales Performance Management (SPM), providing cutting-edge SaaS solutions to help organizations optimize revenue and seller performance.

What you will do

• Resolve technical problems by troubleshooting incidents, collecting traces, and analyzing log files.
• Collaborate with product and development teams to report bugs and contribute to product enhancements.
• Communicate investigation progress to clients and maintain accurate records in the CRM system.
• Guide customers on best practices for the utilization and deployment of hirify.global products.
• Maintain high client satisfaction while meeting KPI targets (SLA, QA, Resolution).
• Participate in a scheduled weekend on-call rotation.

Requirements

• Must be based in Mexico.
• 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 for web-based applications.
• English proficiency level B2 or higher.

Culture & Benefits

• Fully remote work flexibility with a results-driven culture.
• Comprehensive employee insurance coverage including medical, dental, vision, and life insurance.
• Market-leading compensation package and wellness programs.
• Opportunities for continuous professional development in a multicultural environment.
• Annual time off provided in accordance with legislative requirements.