Customer Support Analyst

Location: Remote; restricted to U.S. persons, including U.S. citizens, lawful permanent residents, asylees, and refugees

Salary: $57,200–$78,000 annually, plus potential bonus, depending on U.S. market tier, experience, and skills

Company

hirify.global provides software for managing the utility grid interconnection lifecycle, helping utilities, grid operators, and policymakers reduce interconnection backlogs and accelerate energy projects.

What you will do

• Own customer tickets from intake through resolution or escalation.
• Troubleshoot customer-reported issues and resolve them independently where possible.
• Identify appropriate escalation paths and coordinate with Engineering and other internal teams.
• Communicate blockers, risks, workload concerns, ticket status, ownership, and next steps proactively.
• Translate customer enhancement requests into clear acceptance criteria.
• Monitor and prioritize the queue based on customer impact and urgency, and report on ticket volume, trends, and performance.

Requirements

• At least 2 years of hands-on experience managing tickets in a formal service management system such as Jira Service Management, Zendesk, Freshdesk, or ServiceNow.
• Demonstrated ability to resolve customer issues independently and recognize when escalation is required.
• Strong professional written and spoken communication.
• Direct experience with agile processes, including Kanban, backlogs, tickets, stories, and established development, testing, acceptance, and deployment ceremonies.
• Ability to work with ambiguity, self-manage, and prioritize shifting demands.
• Associate's or bachelor's degree in a related field, or equivalent professional experience.

Culture & Benefits

• Remote-first work environment with flexibility and work-life balance.
• Lean, fast-moving, transparent culture focused on reliability, bold thinking, scrappiness, and continuous learning.
• Professional development through training, mentorship, and career pathing.
• Health, dental, and vision insurance from day one.
• Disability and basic life insurance at no cost to employees.
• 401(k) plan with a 4% match and flexible PTO.

Hiring process

• Application review followed by a short writing exercise and interviews.