Customer Support Analyst

TL;DR

Customer Support Analyst: Providing Tier 1 support for a cloud-based case management system used by a federal financial regulatory agency with an accent on triaging issues via Jira and troubleshooting application access. Focus on documenting support tickets, assisting with User Acceptance Testing (UAT), and ensuring clear communication with end users to improve system reliability.

Location: Must be authorized to work in the United States

Salary: $60,000 - $90,000

Company

hirify.global is a rapidly growing company focused on bringing quality software solutions to the federal space.

What you will do

• Serve as the first point of contact for end user support requests, triaging and resolving issues through Jira.
• Troubleshoot application access, functionality, and configuration issues for internal users.
• Assist with User Acceptance Testing (UAT) and contribute to the creation of user guides and training materials.
• Document support tickets, resolutions, and recurring issues to identify patterns and improve system reliability.
• Escalate complex technical issues to Tier 3 engineering support with clear documentation.
• Communicate clearly with end users throughout the resolution process to ensure a smooth support experience.

Requirements

• Must be authorized to work in the United States
• Experience providing Tier 1 helpdesk or technical support for large enterprise applications.
• Familiarity with Jira or similar ticketing systems for support management.
• Ability to document issues clearly and maintain organized support records.
• Comfort working with non-technical end users and translating technical issues into plain language.
• Bachelor's degree.

Nice to have

• Experience supporting federal systems or working in a regulated environment.

Culture & Benefits

• Fully remote work environment.
• Comprehensive benefits package including company match 401(k) plan.
• Tech and education stipend.
• Flexible PTO and paid holidays.