Technical Support Analyst (SaaS)

TL;DR

Technical Support Analyst (SaaS): Providing expert application support and service for enterprise customers in the EMEA region with an accent on troubleshooting complex browser-based software and database issues. Focus on managing customer expectations, resolving technical incidents within SLA, and collaborating with internal product teams to drive resolution.

Location: Must be based in the UK (Remote)

Company

hirify.global is a global leader in Workforce Intelligence, providing AI-powered people analytics and planning solutions to over 85,000 customers worldwide.

What you will do

• Provide timely technical support to enterprise customers, ensuring adherence to contractual SLAs.
• Act as a product expert, diagnosing and resolving complex technical issues within the SaaS platform.
• Monitor ticketing systems and automated alerts to ensure rapid incident response and closure.
• Collaborate with Professional Services, Customer Success, and Development teams to communicate customer needs.
• Create and maintain knowledge-based articles to support internal teams and customers.
• Participate in an on-call rotation, including evening, weekend, and holiday shifts.

Requirements

• Must be based in the UK.
• Minimum 3 years of experience in a technical, customer-facing support role.
• Strong knowledge of data and database management systems.
• Proven experience troubleshooting browser-based software solutions.
• Hands-on experience with issue tracking systems like ServiceNow or JIRA.
• Excellent communication skills with the ability to explain complex concepts to customers.

Culture & Benefits

• Competitive salary and top-tier health and wellness benefits.
• Stock options and performance-based bonuses.
• Annual company-wide All Hands event at the Vancouver HQ for team building.
• Opportunity to work in a collaborative, values-driven environment.
• Focus on continuous learning and professional development.