Technical Support Analyst (SaaS)

TL;DR

Technical Support Analyst (SaaS): Resolving technical incidents and providing expert assistance for Sales Performance Management solutions with an accent on troubleshooting SaaS platforms and relational databases. Focus on replicating complex issues, collaborating with product teams for bug reporting, and ensuring high client satisfaction.

Location: Remote (Mexico Only). Must be able to work within Eastern Standard Time (EST) business hours.

Company

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

What you will do

• Resolve technical problems by troubleshooting incidents, collecting logs, traces, and performing replication.
• Communicate investigation progress to clients and maintain accurate records in the CRM system.
• Share best practices for the utilization and deployment of hirify.global products.
• Meet and support KPI targets including SLA, QA, and resolution rates.
• Participate in scheduled weekend coverage for on-call rotation.

Requirements

• 2+ years of relevant technical experience.
• Proven experience working with SaaS platforms (mandatory).
• Knowledge of relational database concepts and SQL scripting.
• Familiarity with client-server architecture and web-based application troubleshooting.
• English proficiency level B2 or higher.
• Must be based in Mexico.

Culture & Benefits

• Market-leading compensation package.
• Comprehensive employee insurance coverage including medical, dental, vision, and life insurance.
• Wellness programs to support health and wellbeing.
• Remote work flexibility and a results-driven work culture.
• Continuous development opportunities in a multicultural environment.