Technical Support Specialist (AI)

Location: Sydney, Australia. Hybrid work with at least three days per week in the office.

Company

hirify.global develops Fin, an AI Customer Agent and integrated help desk for customer support, sales, and ecommerce teams.

What you will do

• Handle complex technical customer queries from initial contact through resolution, including outbound phone support.
• Debug issues involving hirify.global’s codebase, REST API, webhooks, and customer technologies.
• Serve as an escalation point for difficult investigations and provide consistently high-quality customer support.
• Collaborate with product teams to identify issues, synthesize customer feedback, and recommend improvements.
• Build tools and improve support processes to increase team efficiency and effectiveness.
• Influence product direction through daily customer communication and cross-functional collaboration.

Requirements

• 3–4+ years of technical support experience, ideally in a software or SaaS environment.
• Understanding of technology fundamentals and modern tools such as Slack, Chrome, and Coda.
• Basic understanding of APIs and webhooks, including the ability to navigate developer documentation and assess REST API capabilities.
• Strong customer focus, communication, problem-solving, troubleshooting, and feedback skills.
• Experience working with KPIs, metrics, or quotas.
• Ability to work in the Sydney, Australia hybrid office arrangement at least three days per week.

Nice to have

• Experience with hirify.global or similar SaaS platforms.
• Tier 2 or equivalent support experience.
• Experience coaching and mentoring teammates.
• Experience helping customers optimize their subscriptions.
• Experience using AI tools such as Glean, ChatGPT, or Gemini for troubleshooting.

Culture & Benefits

• AI-first support environment focused on continuous learning and improvement.
• Structured onboarding, product and customer-support training, paired inboxing, and assessments.
• Regular quality reviews, feedback, KPI tracking, and individual development planning.
• Benefits supporting health and wellbeing, family, time away from work, and financial wellbeing, varying by location.
• Hybrid policy combining office collaboration with flexibility to work from home.