Senior Support Representative (B2B SaaS)

Location: Remote for candidates based in APAC time zones, able to cover a full business day within the 00:00–09:00 UTC window.

Company

hirify.global develops AI-powered language and translation technology for global enterprises.

What you will do

• Own customer support coverage during APAC/JST business hours as the primary point of contact.
• Resolve escalated technical issues for external enterprise customers.
• Investigate bugs, reproduce problems, and perform root-cause analysis.
• Manage high-stakes escalations and difficult customer interactions independently.
• Coordinate with Europe- and Americas-based support teams in a 24/7 follow-the-sun rotation.

Requirements

• 3+ years of hands-on Tier-2 or second-line technical support experience at a B2B SaaS company.
• Experience supporting external paying customers, ideally large enterprise clients.
• Demonstrated ability to investigate and resolve escalated technical issues independently.
• Experience managing enterprise escalations and resolving issues end-to-end.
• Fluent written and spoken English.
• Working knowledge of HTML, RESTful APIs, debugging, and troubleshooting fundamentals.

Nice to have

• Background in localization, translation technology, or software integrations.
• Experience providing sole or remote support coverage for a region or shift.
• Familiarity with Zendesk, Plain, Intercom, Jira, Linear, Confluence, or comparable tools.

Culture & Benefits

• Fully remote work with a multicultural team distributed across the world.
• Autonomy, ownership, flexibility, and transparency in decision-making.
• Opportunity to work on enterprise-grade translation quality and deploy AI systems in production.
• Collaboration with engineering, linguistic, and operational specialists.
• Competitive compensation and a fast-paced environment where the role can directly influence company direction.