Technical Support Analyst (SaaS)

TL;DR

Technical Support Analyst (SaaS): Owns technical support cases for government and enterprise customers using hirify.global's SaaS products, with an accent on cloud infrastructure, APIs, SQL, troubleshooting, and clear customer communication. Focus on independently resolving complex software issues, validating configuration changes, documenting solutions, and collaborating with Product, Development, QA, and Professional Services.

Location: Remote within Canada, with occasional travel for in-person company-wide or departmental meetings, typically 1–2 times per year.

Salary: $70,000–$95,000 CAD per year.

Company

hirify.global provides SaaS products that help governments deliver exceptional citizen experiences.

What you will do

• Own a queue of technical support cases from intake through resolution, applying runbooks and troubleshooting patterns.
• Investigate issues involving cloud infrastructure, REST APIs, SQL, system configuration, and customer-specific implementations.
• Communicate technical findings and status clearly to customers and escalate issues with complete reproduction details and context.
• Document troubleshooting steps, findings, and resolutions in the CRM and contribute to knowledge base articles and runbooks.
• Assist Senior Analysts with premium-customer configuration changes, validation, and audit documentation.
• Collaborate with Product, Development, QA, Professional Services, implementation partners, and third-party providers to resolve issues and identify trends.

Requirements

• 5+ years of experience in technical support or systems analysis within a B2B SaaS environment.
• Demonstrated ability to troubleshoot software issues independently and manage them through resolution.
• Working knowledge of cloud infrastructure concepts, REST APIs, and SQL applied to real troubleshooting scenarios.
• Clear professional written and verbal communication, with the ability to explain technical issues to non-technical audiences.
• Strong documentation, prioritization, case-management, and follow-through skills.
• Ability to recognize when an issue requires escalation and use AI tools to improve support workflows.

Nice to have

• Salesforce administration, configuration, or integration troubleshooting experience.
• Experience supporting government, public-sector, civic-technology, or enterprise software customers.
• Experience with SSO, SAML, OAuth, Jira, defect workflows, software development lifecycles, or browser troubleshooting tools.
• Experience maintaining support documentation, working with relational databases, or interfacing with implementation partners.

Culture & Benefits

• Remote work environment with occasional in-person company-wide or departmental meetings.
• Competitive compensation and benefits supporting employee and family health.
• Paid time off and opportunities for continuous learning and self-development.
• Culture centered on ownership, growth mindset, courageous communication, customer focus, and inclusion.
• Comprehensive background checks are required before joining.