Product Solutions Analyst

Location: Toronto; on-site, with in-person work 4–5 days per week

Salary: CAD $70,000–$85,000 per year, plus overtime eligibility

Company

hirify.global builds AI agents that improve workflows and customer experiences in housing and healthcare.

What you will do

• Serve as the first point of contact for client questions, issues, and requests across the Elise platform.
• Gather issue details, reproduction steps, expected versus actual behavior, and business impact.
• Resolve Tier 1 product questions and known issues using documentation, internal tools, and established workflows.
• Manage the ticketing queue, prioritize issues by severity and customer impact, and maintain backlog KPIs.
• Identify bugs, investigate using logs, predefined queries, and dashboards, and create clear escalation tickets for Solutions Engineers or Engineering.
• Communicate updates and resolutions to clients, close the loop on issues, and maintain 85%+ CSAT.

Requirements

• 1+ year of experience in a Technical Support Specialist or equivalent role.
• Experience with support software and CRMs such as Zendesk.
• Technical proficiency; a Computer Science, Math, or Engineering degree is preferred.
• Data-driven decision-making and analytical skills.
• Strong written and verbal communication skills and experience in a customer-facing role.
• Willingness to work in person with the team 4–5 days per week after the Toronto office opens.

Nice to have

• Experience with low-code/no-code tools such as Retool.
• Advanced Google Sheets or Excel knowledge.
• Familiarity with DataDog, Postman, Tableau, or similar tools.
• Experience writing SQL queries.

Culture & Benefits

• Opportunity to join a funded startup scaling its product and operations.
• Equity in the company.
• Medical, dental, and vision premiums covered at 100%.
• Fully paid parental leave, commuter benefits, and 401(k) benefits.
• Fitness and home services stipend, unlimited vacation, and paid holidays.
• Relocation packages are available.