Global End User Support Analyst II (SaaS)

TL;DR

Global End User Support Analyst II (SaaS): Providing first-level technical support for an insurance SaaS platform with an accent on troubleshooting software, hardware, and network issues. Focus on maintaining service desk metrics, implementing self-service AI solutions, and managing end-user device provisioning.

Location: Paris. Must be legally authorized to work in France

Company

hirify.global is an intelligent SaaS solutions provider defining the future of the property and casualty insurance industry.

What you will do

• Provide L1 technical support to end users via phone, email, and chat.
• Troubleshoot software, hardware, and network issues to ensure timely resolution.
• Document technical problems and solutions in the ticketing system and update the knowledge base.
• Manage end-user device provisioning, configuration, and troubleshooting.
• Use AI platforms and tools to resolve issues and build self-service solutions for common problems.
• Coordinate with Facilities, HR, and local leadership to support onboarding, offboarding, and office technology.

Requirements

• Bachelor’s degree in IT, Computer Science, or a related field.
• 1-3 years of experience in a technical support or help desk role.
• Experience with ticketing systems and remote support tools.
• Legally authorized to work in France.
• Ability to travel 10-25%.

Nice to have

• Certification in ITIL or a similar IT service management framework.
• Experience working within SaaS environments.
• Exposure to Active Directory, Microsoft 365, and cloud-based enterprise applications.

Culture & Benefits

• Flexible-First environment with the choice to work from an office, home, or on a hybrid schedule.
• Inclusive culture that leverages diversity and equity.
• Collaborative and team-oriented approach to problem-solving.
• Opportunities for continuous learning and professional growth.