Technical Support Analyst

Location: Toronto, Canada; hybrid workplace. Working hours are Monday through Friday, 6 AM to 3 PM EST.

Company

hirify.global provides products and services focused on inspiring recognition and supporting customer member experiences.

What you will do

• Provide Tier 2 technical support to external clients and resolve product-related issues and inquiries.
• Diagnose and reproduce bugs, troubleshoot technical problems, and escalate cases to Tier 3 support when needed.
• Manage software migrations, integrations, upgrades, and SFTP server migrations involving HRIS and SSO systems.
• Coordinate with client IT resources, program administrators, CSMs, and internal IT and engineering teams.
• Handle support queues, Jira requests, and technical projects while meeting SLA targets.
• Improve support processes and ensure best practices are followed.

Requirements

• 2–3 years of customer or technical support experience; client support experience is an asset.
• Bachelor’s degree.
• CRM experience with Salesforce is required.
• Strong technical, communication, problem-solving, and interpersonal skills.
• Experience addressing support tickets in a queue-based environment, including Jira.
• Ability to understand software functions, work extended hours, and adapt quickly in a metrics-driven environment.

Nice to have

• Basic PHP, HTML, CSS, and SQL skills.
• Experience in client support and metrics-driven environments.

Culture & Benefits

• Full-time permanent employment.
• Hybrid work arrangement in Toronto.
• Collaboration with cross-functional teams and internal and external stakeholders.
• Commitment to an inclusive and accessible recruitment process.
• Equal opportunity workplace focused on supporting diverse backgrounds and experiences.