Associate Support Analyst

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

Salary: CAD 53,000–66,300 per year.

Company

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

What you will do

• Handle customer inquiries by phone, video, email, and chat, providing timely and professional resolutions.
• Troubleshoot and diagnose software issues using established workflows and escalation procedures.
• Build product expertise and act as a reliable first point of contact for government customers.
• Document customer interactions, issues, and resolutions in Zendesk.
• Create and improve knowledge base articles, FAQs, and support documentation.
• Collaborate with peers and senior analysts, including support for holidays, after-hours incidents, and outages.

Requirements

• Up to one year of experience in technical support, help desk, or a customer-facing role; internships and co-ops count.
• Customer-first approach and strong written and verbal communication skills.
• Ability to explain technical concepts in plain language.
• Comfort working with ticketing systems or CRM tools.
• Basic understanding of web browsers, connectivity, and general software navigation.
• Availability to work three days per week from the Oakville office.

Nice to have

• Experience with Zendesk.
• Exposure to SaaS products or professional software troubleshooting.
• Familiarity with public sector or government-facing organizations.

Culture & Benefits

• Hybrid work model with standard office hours on in-office days.
• Two additional Eunafier Days per year attached to long weekends.
• Up to eight hours of paid philanthropy time annually.
• Development support through budget, mentorship, AI learning, and opportunities for career progression.
• Career paths can lead to product specialization, deeper technical roles, or people management.