Customer Support Analyst (Technical)

TL;DR

Customer Support Analyst (Technical): Providing exceptional technical support and troubleshooting for government-focused software solutions with an accent on resolving complex customer issues and improving product usability. Focus on building customer confidence, managing support cases, and collaborating with engineering to drive platform improvements.

Location: Must be based in Canada. Role requires availability for shifts between 9am-8pm EST.

Salary: $70,000–$80,000 CAD

Company

hirify.global empowers governments to deliver exceptional citizen experiences through innovative software solutions.

What you will do

• Serve as the primary point of contact for inbound customer support requests, providing walkthroughs and product guidance.
• Troubleshoot, investigate, and replicate technical issues, filing detailed bug reports in JIRA.
• Communicate complex technical concepts to non-technical users via written correspondence and live calls.
• Advocate for customer needs by surfacing feedback and patterns to Product and Engineering teams.
• Create and maintain internal and customer-facing knowledge base articles and self-service resources.
• Assist customers with configuration and setup to ensure maximum product value.

Requirements

• 3+ years of experience in a technical support capacity, preferably within a SaaS environment.
• Must be based in Canada and available for shifts between 9am-8pm EST.
• Strong ability to systematically investigate software issues using logs and session data.
• Excellent written and verbal communication skills with a customer-first mindset.
• Comfort with ambiguity and experience working in a high-growth or startup environment.
• Familiarity with CRM and support tools like Salesforce or Zendesk.

Nice to have

• Experience with AI tools like ChatGPT or Claude to improve efficiency.
• Proven ability to wear multiple hats and define processes in a growing team.

Culture & Benefits

• Competitive compensation packages and comprehensive benefits.
• Remote-first work environment with occasional in-person company meetings.
• Commitment to an inclusive culture that values ownership, growth mindset, and courageous communication.
• Opportunities to influence tooling decisions and support function development.