Senior Customer Support Associate (Raiser's Edge)

TL;DR

Senior Customer Support Associate (Raiser's Edge): Delivering expert-level support for hirify.global Raiser’s Edge and integrated payment services with an accent on resolving complex, high-impact customer issues. Focus on end-to-end case ownership, mentoring team members, and contributing to product quality through defect documentation and knowledgebase development.

Location: Must be based in Ontario, Canada

Company

hirify.global is a purpose-driven technology company providing software solutions to power social impact and non-profit organizations.

What you will do

• Own and resolve complex, escalated support cases for Raiser’s Edge and integrated products.
• Diagnose and troubleshoot functionality issues through clear, professional customer communication.
• Maintain end-to-end accountability for cases, including investigation, resolution, and documentation.
• Serve as a subject matter expert, providing mentorship and guidance to frontline team members.
• Collaborate with engineering partners to triage and document product defects.
• Create and maintain knowledgebase content to improve customer self-service outcomes.

Requirements

• Must be based in Ontario, Canada
• Strong functional expertise in Raiser’s Edge (Database View and RENXT).
• Willingness to participate in an after-hours support rotation following a six-month onboarding period.
• Proven ability to manage complex, high-pressure customer scenarios.
• Experience in a customer-facing technical support role.

Nice to have

• Prior experience as a database administrator for an organization using Raiser's Edge.
• Experience supporting integrated products like Online Express or hirify.global Merchant Services.
• Background in incident response or high-severity issue management.

Culture & Benefits

• Commitment to an inclusive and equal opportunity work environment.
• Focus on innovation, trust, and human expertise in social impact technology.
• Opportunities for professional growth and cross-functional collaboration within a global team.