Senior Technical Support Specialist (SaaS)

Location: New York Metro Area, United States; hybrid work with two days per week in the NYC office. Monday to Friday, 9am–6pm ET.

Salary: $66,000–$80,000 per year.

Company

hirify.global provides a data-driven HRIS platform that helps mid-size and multinational businesses manage, engage, develop, and retain employees.

What you will do

• Provide technical solutions and consultative guidance through written support channels and Zoom meetings.
• Investigate complex product and service issues, identify root causes, recommend workarounds, and define next steps.
• Own communication for escalated and sensitive cases while coordinating with Engineering and other technical teams.
• Troubleshoot third-party integrations, including SSO, IAM, ATS, payroll integrations, and public APIs.
• Support Premium customers as a dedicated point of contact and provide proactive guidance.
• Mentor teammates, improve support processes, create Help Center content, and contribute to team KPIs.

Requirements

• 5+ years of SaaS technical support experience and strong HR technology knowledge.
• Excellent written and verbal English communication skills required.
• Advanced troubleshooting skills and strong technical knowledge of the assigned Core product and pod strategy.
• Demonstrated ownership of customer escalations and sensitive situations, with clear and empathetic communication.
• Ability to work in a fast-paced environment during Monday–Friday, 9am–6pm ET hours.
• Experience with Zendesk, Slack, Asana, third-party integrations, or Premium customer support is advantageous.

Nice to have

• Bilingual English and Spanish communication skills.
• Experience working with global teams and customers.

Culture & Benefits

• Hybrid workplace with a vibrant NYC office and remote teammates across the United States.
• Competitive compensation, comprehensive benefits, and pre-IPO equity.
• Medical, dental, and vision coverage from day one, plus a wellness stipend and Headspace membership.
• 401(k) with a 3% company match, paid time off, company holidays, and additional quarterly Balance Days.
• Temporary work from anywhere for up to two months per year after six months of employment.
• Home office allowance, paid Social Impact days, and regular in-person and virtual social events.