Technical Support Specialist (SaaS)

Location: Haarlem, Netherlands

Company

hirify.global develops identity-centric security solutions and SaaS technologies for customers in more than 150 countries.

What you will do

• Handle escalated L1 tickets involving complex, technical, or unclear issues.
• Investigate logs, monitoring data, system behaviour, API integrations, authentication flows, and document processing.
• Identify root causes, document findings, and communicate technical resolutions to customers and internal stakeholders.
• Collaborate with Product, Engineering, DevOps, and Customer Success to resolve bugs and incidents.
• Participate in incident management, customer calls, onboarding sessions, and advanced technical escalations.
• Support L1 through knowledge sharing, shift rotation coverage, documentation, and improvement proposals.

Requirements

• Medior to senior experience in technical support or a similar role.
• Strong understanding of SaaS platforms and system architecture.
• Experience with APIs and integrations, including REST and authentication flows.
• Experience analysing logs and debugging complex technical issues.
• Strong problem-solving skills, attention to detail, ownership, and the ability to explain technical findings clearly.
• Excellent communication skills in Dutch and English.

Nice to have

• Experience with digital signing, identity, or security platforms.
• Familiarity with Intercom, Jira, and monitoring or logging tools.
• Experience working with developers or participating in incident and problem management.
• Experience in customer-facing technical calls or pre-sales support.

Culture & Benefits

• Learning-focused initiatives and career growth opportunities.
• Collaborative environment with knowledge sharing and cross-functional teamwork.
• Focus on diversity, inclusion, and respect.
• Flexible workplace options are offered across the organisation, including remote, hybrid, and onsite arrangements.