Product Support Analyst

TL;DR

Product Support Analyst (SaaS): Providing technical support for 15+ product lines with an accent on first-call resolution and software troubleshooting. Focus on resolving customer tickets, identifying technical challenges, and enhancing the global knowledge base.

Location: Remote - NOAM (North America). Training period requires availability Monday – Friday 9:00 to 6:00 pm ET for the first 3 weeks.

Salary: $25.00/hour

Company

hirify.global is a fast-paced software company focused on creating incredible customer experiences through high-quality products and a people-first culture.

What you will do

• Resolve incoming customer tickets via phone, email, and chat to ensure first-call resolution.
• Partner with customers to identify technical challenges and understand their business impact.
• Troubleshoot software errors and implement fixes to prevent recurring issues.
• Escalate complex problems to technical experts through defined paths.
• Contribute to the global knowledge management system by creating and editing articles.
• Maintain high performance standards based on team-focused metrics.

Requirements

• Proven track record of delivering excellent customer experiences in client-facing roles.
• Ability to confidently articulate software-related and technical concepts.
• Strong critical thinking and independent judgment for problem resolution.
• Must be based in North America (NOAM).
• Availability for the initial 3-week training period (9:00 am - 6:00 pm ET).

Nice to have

• 1-3 years of technical troubleshooting experience in B2B or B2C environments.
• 1+ year of experience in software support.
• Hands-on experience with relational databases (SQL Server).

Culture & Benefits

• Comprehensive benefits including Medical, Dental, and Vision starting day one.
• 401(k) plan with company match.
• Unlimited Planned Paid Time Off.
• Global Mental Health Support and On-Demand Learning & Development.
• Quarterly paid volunteer days and a company-wide mentor program.