Support Escalation Specialist (Tier 2)

Location: Tel Aviv, Israel; hybrid model with 3 days per week in the office

Company

hirify.global builds fast and AI-first products for builders.

What you will do

• Own complex Tier 2 escalations from investigation through resolution, keeping customers informed throughout the process.
• Investigate API logs, HTTP requests, integrations, automation workflows, and third-party tools.
• Lead live Zoom sessions for high-priority issues, integration setup, and technical blockers.
• Coach the remote-based support team on complex cases, investigation techniques, and empathetic customer communication.
• Partner with R&D to identify recurring issues and drive product-level fixes.
• Build playbooks, documentation, processes, and automations that improve support operations.

Requirements

• 3+ years of experience in Technical Support, Tier 2, or customer escalation roles at a SaaS company.
• Excellent written and spoken English, including the ability to de-escalate difficult customer conversations.
• Hands-on daily use of AI tools to improve troubleshooting, workflows, and execution.
• Experience troubleshooting APIs, integrations, automation workflows, logs, and HTTP requests.
• Strong prioritization, boundary management, stakeholder communication, and problem-solving skills.
• Availability for a Monday-to-Friday schedule, periodic onsite training travel, and collaboration during IL time.

Nice to have

• Experience with Jira.
• Experience with Intercom.

Culture & Benefits

• Fast-paced, high-impact, AI-first working environment.
• Hybrid work model with three office days per week.
• Opportunities to teach, mentor, and improve team practices.
• Periodic travel for onsite training and alignment.