Technical Support Specialist (SaaS)

Location: Timisoara, Romania. Hybrid work model: 3 days per week in the office and 2 days remote. Service region: Eastern Europe.

Company

hirify.global is a digital product engineering company delivering products, services, and digital experiences across multiple devices and markets.

What you will do

• Serve as the first point of contact for customers through email, phone, and ticketing platforms.
• Troubleshoot product, API, integration, configuration, XML/JSON, and B2B e-invoicing workflow issues.
• Analyze logs, error messages, payloads, and system responses to identify and resolve technical problems.
• Collaborate with international Engineering and Product teams on complex issues and escalations.
• Manage support cases from investigation through resolution, maintain SLA adherence, and provide regular customer updates.
• Support critical incidents, document solutions, and improve the knowledge base and support processes.

Requirements

• 1–2 years of experience in Technical Support, Product Support, SaaS Support, or Application Support.
• Strong SQL and ITIL knowledge, with experience in API debugging and technical troubleshooting.
• Ability to work with APIs, XML/JSON, logs, integrations, and error responses.
• Strong business English and excellent written and verbal communication skills.
• Customer-focused, analytical, organized, and comfortable working with technical and non-technical stakeholders.

Nice to have

• Experience working with international or distributed teams.

Culture & Benefits

• Hybrid schedule with three office days and two remote days per week.
• Collaboration with international Engineering and Product teams across different geographies.
• Dynamic, non-hierarchical work culture.