Product Technical Support Analyst

TL;DR

Product Technical Support Analyst (SaaS): Providing first-line technical assistance to midmarket customers and suppliers with an accent on troubleshooting, SQL-based diagnostics, and AI-driven issue resolution. Focus on maintaining high-quality support standards, detailed case documentation, and collaborating across tiers to resolve complex product defects.

Location: Must be based in or near Penang, Malaysia (Hybrid: office attendance required at least once a week for those within 50km of the Penang office).

Company

hirify.global is a leading SaaS provider for supply chain sustainability, trusted by top-tier manufacturers to manage complex regulatory compliance and hidden supply chain risks.

What you will do

• Serve as the primary point of contact for inbound and outbound support inquiries via phone, email, chat, and screen-share.
• Utilize troubleshooting tools, SQL queries, and AI insights to diagnose and resolve technical issues.
• Document all case interactions, steps, and resolutions thoroughly to ensure consistent case management.
• Escalate complex product defects or high-impact cases to Tier 2 support teams.
• Collaborate with peers in swarm sessions to address challenging technical problems.
• Adhere to performance metrics, including response time targets and quality ratings.

Requirements

• 1-3 years of experience in a software or technical support role.
• Excellent verbal and written communication skills in English.
• Basic understanding of SQL for database querying and information retrieval.
• Proven ability to replicate technical issues in various environments for effective troubleshooting.
• Experience with ticket management systems and technical documentation.
• Flexibility to work various shifts, including evenings and weekends, to support 24/7 operations.

Nice to have

• Bachelor's degree in a relevant technical field.
• Natural curiosity about AI and emerging technologies.
• Strong critical thinking and creative problem-solving abilities.

Culture & Benefits

• Comprehensive wellness and benefits packages tailored by country.
• Competitive base salary with a corporate bonus program.
• Flexible work options and professional development days from day one.
• Commitment to diversity, equity, and inclusion through active ERGs.
• Opportunities for corporate giving and volunteer initiatives.