Platform Technical Support Specialist

Location: Remote within the United States; candidates in PST are preferred. Support coverage is required during West Coast provider and client operational hours, 9AM–5PM PST.

Annual base salary: $68,000–$93,500, with potential discretionary bonuses.

Company

hirify.global provides evidence-based mental health care through an integrated, AI-powered technology platform serving employers, health plans, partners, providers, and clients.

What you will do

• Own the inbound support ticket queue, including triage, responses, requester communication, and SLA management.
• Provide frontline technical support to providers and clients across applications, hardware, and multiple systems.
• Investigate platform and user-experience issues, answer programmatic questions, and escalate complex issues to the appropriate internal teams.
• Maintain technical FAQ articles and support documentation.
• Train new providers on the platform.

Requirements

• Strong background supporting users, applications, and multiple systems.
• Excellent communication skills for working with Engineering, Providers, Clinical Operations, and other stakeholders.
• Experience with ticketing systems such as Zendesk or ServiceNow, including ticket queues and response SLAs.
• Ability to learn platform architecture and expected functionality.
• Experience troubleshooting hardware and platform issues remotely and distinguishing user-level issues from platform bugs.
• Exposure to Jira and Atlassian tools, or an equivalent system, for issue reporting and release monitoring.

Nice to have

• Basic SQL Server knowledge, including queries and tables.
• Salesforce experience.
• Chromebook support knowledge.
• Sentry or Mixpanel experience.

Culture & Benefits

• Full-time employment with hirify.global, Inc.
• Comprehensive medical, dental, vision, FSA/HSA, life, and disability insurance coverage.
• Access to coaching and therapy services, equity through discretionary restricted stock units, and a monthly technology allowance.
• Paid vacation, sick days, company holidays, and parental leave.
• 401(k) plan with up to 3% matching, plus well-being perks and community activities.