Associate Support Analyst

Location: Hybrid, with 3 days per week in the Oakville, Ontario office on Tuesday, Wednesday, and Thursday.

Compensation: CAD 53,000–66,300 per year.

Company

hirify.global provides cloud-based software for procurement, budgeting, payments, and grants management for public sector and government organizations across North America.

What you will do

• Own the full support experience for customer inquiries received by phone, video, email, and chat, providing timely and professional resolutions.
• Troubleshoot and diagnose software issues using established workflows and escalation procedures, increasing independence over time.
• Build working proficiency in one core Euna product and serve as a reliable first point of contact for customers.
• Document customer interactions, issues, and resolutions in Zendesk, and contribute to knowledge base articles, FAQs, and support documentation.
• Collaborate with peers and senior analysts to improve troubleshooting approaches and technical skills.
• Provide support coverage during holidays, after-hours incidents, and outages.

Requirements

• Up to 1 year of experience in technical support, help desk, or a customer-facing role; internships and co-ops count.
• Customer-first mindset and commitment to delivering an outstanding support experience.
• Strong written and verbal communication skills, including the ability to explain technical concepts in plain language.
• Comfort working in a ticketing system or CRM environment.
• Familiarity with basic technical concepts, including web browsers, connectivity, and general software navigation.
• Ability to meet established SLA timelines, escalate appropriately, and maintain a CSAT score at or above the 94% organizational floor.
• Willingness to support the hybrid schedule with three days per week in the Oakville office.

Nice to have

• Experience working specifically with Zendesk.
• Professional experience with SaaS products or software troubleshooting.
• Familiarity with public sector or government-facing organizations.

Culture & Benefits

• Hybrid work with three days per week in the Oakville or Atlanta offices; arrangements for the remaining days depend on the role and manager.
• Two additional Eunafier Days per year, each attached to a long weekend.
• Up to eight hours of paid philanthropy time annually for community causes.
• Opportunities to build relationships through engagement and culture initiatives.
• Development support through budget, mentorship, AI and government technology expertise, and internal career growth.

Hiring process

• Euna uses AI responsibly to assist with screening, assessment, or selection while keeping people at the center of the process.
• Accessibility accommodations are available throughout the interview process upon request.