Application Support Technician (ERP)

Location: US - Remote

Company

hirify.global provides ERP software products and related business technology solutions.

What you will do

• Provide frontline support through phone, email, live chat, and self-service cases.
• Diagnose software issues involving code, data, and environmental components, and deliver timely resolutions.
• Collaborate in the swarm support model, sharing knowledge and solving customer issues with support peers.
• Work with cross-functional teams on software defects, enhancement requests, and customer concerns.
• Maintain product expertise by following product functionality and new releases.
• Follow up with customers on outstanding issues using clear, concise, and empathetic communication.

Requirements

• 4+ years of experience in software or application support, or 4 years of directly relevant experience in ERP, accounting systems, technical troubleshooting, or IT roles.
• Strong analytical, troubleshooting, decision-making, organizational, and prioritization skills.
• Clear verbal and written communication with technical and non-technical stakeholders.
• Ability to work independently through unfamiliar issues and collaborate effectively in a fast-paced support team.
• Knowledge of ERP products, application troubleshooting, standard IT hardware, and Microsoft Office 365.
• Bachelor’s degree in a relevant technical, accounting, engineering, or supply chain field, or equivalent direct experience.

Nice to have

• Experience with ERP or supply chain software, point-of-sale software and hardware, retail, lumber, or hardware industries.
• Database management and basic accounting knowledge.
• Monitoring and logging tools such as Nagios, Splunk, or Datadog.
• RESTful APIs, SOAP services, cloud platforms, and basic network troubleshooting with TCP/IP, DNS, HTTP, Wireshark, or traceroute.
• Strong phone and call-handling skills.

Culture & Benefits

• Customer satisfaction is the primary focus of the support model.
• Collaborative swarm support emphasizes shared knowledge and collective problem-solving.
• Remote work arrangement within the United States.
• Cross-functional collaboration supports continuous improvement in service delivery.