Support Analyst (AI)

Location: Fully remote within the United States; the posting specifies Maine, United States.

Salary: $50,000–$55,000 USD per year

Company

hirify.global develops mission-critical software products used by customers every day.

What you will do

• Own customer support tickets from intake through resolution, providing timely updates and accurate documentation.
• Diagnose functional, configuration, data, and software issues by reproducing problems and identifying root causes.
• Escalate complex issues to Development, QA, or Product with complete findings, reproduction steps, and attempted solutions.
• Explain technical information clearly, manage customer expectations, and deliver software training to customers and internal stakeholders.
• Create knowledge-base content and identify recurring issues, product gaps, process improvements, and potential upsell opportunities.
• Use AI tools to triage, document, research, and resolve support tickets while validating outputs and following data privacy requirements.

Requirements

• 2+ years of experience in technical support, software support, or customer service.
• Strong troubleshooting, analytical, organizational, and time-management skills.
• Excellent written and verbal communication skills, including the ability to explain technical concepts to non-technical users.
• Customer-focused, professional, and patient approach with the ability to manage multiple priorities independently in a remote environment.
• Experience using AI-powered productivity tools such as Microsoft Copilot, ChatGPT, Google Gemini, or Claude.
• BS/BA degree in a related business or technical field, or equivalent industry experience.

Nice to have

• Experience with local government, municipal finance, taxation, or related public-sector workflows.
• Experience with TeamSupport, Jira, or similar ticketing and work-management platforms.
• Working knowledge of SQL, databases, APIs, or reporting tools.
• Experience creating knowledge-base articles, technical documentation, or customer training content.
• Basic prompt engineering and familiarity with AI integrations in CRM or helpdesk platforms.

Culture & Benefits

• Fully remote work with a supportive team and manager focused on professional growth.
• Opportunity to build expertise in mission-critical software.
• Growth path toward handling more complex and higher-impact issues.
• Collaboration with Support, Development, QA, Product, and other cross-functional partners.