Technical Product Support Specialist (Ecommerce)

Location: Remote in the United States

Base compensation: $65,000–$80,000 per year

Company

hirify.global provides an AI-powered operating system for ecommerce businesses, combining measurement, attribution, data integrations, and automation.

What you will do

• Own enterprise customer conversations across live chat, email, and direct channels from initial contact through resolution.
• Investigate and resolve complex issues involving pixels, integrations, reporting, Moby, data warehouses, headless checkouts, and custom integrations.
• Use Moby as an AI copilot to investigate issues, retrieve information, draft responses, and improve future support outcomes.
• Coach customers and agencies on best practices, workflows, and ecommerce use cases.
• Collaborate with Customer Success, Solutions Architecture, Marketing Science, Product, and Engineering on escalations and customer outcomes.
• Identify recurring issues and contribute to the knowledge base, runbooks, product feedback, and Moby context.

Requirements

• 3+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role.
• At least 1 year supporting enterprise or mid-market SaaS accounts, ideally in martech, analytics, attribution, or ecommerce.
• Ability to reason about data, read API responses and basic logs, and understand pixels, server-side tracking, advertising-platform integrations, and data warehouses.
• Strong investigative, problem-solving, written, and verbal communication skills, including the ability to work calmly with urgent escalations.
• Comfort collaborating with CSMs, Solutions Architects, Marketing Scientists, and Engineering.
• Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms.

Nice to have

• SQL fluency.
• Experience in martech, analytics, attribution, or ecommerce.

Culture & Benefits

• Customer-obsessed, fast-moving, trustworthy, curious, and empathetic working environment.
• AI-first support organization with Moby as a copilot.
• Opportunity to grow into Solutions Architecture, Implementation, Support Engineering, or Product.
• Inclusive workplace and equal opportunity employment.