Product Support Analyst (EdTech)

TL;DR

Product Support Analyst (EdTech/SaaS): Troubleshooting and analyzing complex application issues for a personalized learning platform with an accent on root cause analysis and technical investigation. Focus on diagnosing configuration errors, debugging SQL queries, and collaborating across teams to resolve high-level technical escalations.

Location: Remote within Australia or Hybrid in Melbourne

Company

hirify.global is a cloud company dedicated to transforming the way the world learns by providing a flexible, student-centric next-generation learning environment.

What you will do

• Analyze and troubleshoot technical problem reports to determine root causes and implement effective solutions or workarounds.
• Act as the primary technical point of contact and escalation point for client Subject Matter Experts.
• Utilize SQL, web services (SOAP/REST), and diagnostic tools like Wireshark and Fiddler to replicate and resolve issues.
• Collaborate with internal teams to create software defect and feature enhancement reports to improve product design.
• Develop internal and client-facing knowledge base articles, FAQs, and support documentation.
• Manage support cases within defined SLOs while participating in a shift rotation based on Eastern Time.

Requirements

• Must be based in Australia.
• Strong ability to write, interpret, and debug SQL queries on demand.
• Working knowledge of web technologies including SOAP, REST, XML, HTML, .NET, Java, and JavaScript.
• Experience with identity and access solutions: Active Directory, OAuth, LDAP, and SAML.
• Bachelor's degree in Computer Science or equivalent technical experience.
• Ability to work shift rotations including evenings and weekends (Eastern Time).

Nice to have

• Experience working in a Helpdesk environment.
• Experience with LMS (Learning Management System) administration or support.
• Proficiency with Salesforce or other ticketing systems.

Culture & Benefits

• Flexible work arrangements and home internet reimbursements.
• Tuition reimbursement of up to $4,000 CAD for continuing education through the SkillsWave Program.
• Comprehensive wellbeing support, including mental health services and EFAP.
• Retirement planning and competitive benefits package.
• Two paid volunteer days and employee recognition programs.
• Dog-friendly office spaces in Melbourne.