Business Critical Support Specialist (SaaS)

Location: Remote from the United States or Argentina; on-site customer visits and travel are required. Candidates must hold a valid U.S. visa or ESTA to enter the United States.

Company

hirify.global provides warehouse management software and fulfillment services for eCommerce brands across the United States and Canada.

What you will do

• Act as the dedicated senior escalation resource for premium SaaS customers, resolving critical technical issues, complex workflows, and service disruptions.
• Meet strict premium Service Level Agreements by providing priority routing, rapid responses, and complete resolutions.
• Coordinate with Engineering, DevOps, and Product teams to resolve incidents and prioritize fixes for high-value customers.
• Test, validate, and document workflows, standard operating procedures, and the operational playbook for the new premium support tier.
• Provide continuous technical updates to C-suite customers and internal leadership during outages and complex escalations.
• Identify recurring technical issues and report friction points to help prevent future escalations.

Requirements

• Bachelor’s degree in Business Administration, Information Technology, Communications, or a related field, or equivalent professional experience.
• 3–5 years of experience in Customer Support, Technical Support, or Escalation Management in a complex SaaS or technology environment.
• Experience directly managing VIP, enterprise, or high-revenue accounts in a premium or dedicated support capacity.
• Strong crisis management, analytical troubleshooting, communication, collaboration, and process-building skills.
• Advanced written and spoken English is required.
• Applicants must be based in the United States or Argentina, be able to travel for on-site customer visits, and hold a valid U.S. visa or ESTA.

Nice to have

• Experience working in an early-stage, agile, or zero-to-one environment where processes are actively being built and refined.

Culture & Benefits

• Company-provided equipment.
• Paid time off and holidays.
• Strong focus on work-life balance and team activities.
• Health, dental, vision, life, accident, short-term disability, and critical illness benefits for U.S. salaried employees.
• Culture centered on integrity, accountability, tenacity, boldness, and resourcefulness.