Technical Support Specialist

Location: Remote; the posting lists the United Kingdom and the United States in different role records. Support coverage is required during GMT provider and client operational hours, 9AM–5PM GMT.

Company

hirify.global provides AI-powered mental health care solutions and technology platforms for employers and their members.

What you will do

• Own the inbound support ticket queue, triage requests, and respond within internal SLAs.
• Provide frontline technical support to providers and clients.
• Troubleshoot platform, software, and hardware issues remotely.
• Maintain technical FAQ articles and answer programmatic questions.
• Escalate complex issues to the appropriate internal teams and help distinguish user issues from platform bugs.
• Train new providers on the platform.

Requirements

• Strong experience 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 queue management and response SLAs.
• Ability to learn platform architecture and expected functionality.
• Experience troubleshooting hardware and platform-related issues remotely.
• Exposure to Jira/Atlassian or an equivalent issue-tracking and release-monitoring tool.

Nice to have

• Bachelor’s or Associate’s degree.
• Healthcare technology or SaaS technical/product support experience.
• Basic SQL Server knowledge, including queries and tables.
• Experience with Salesforce, Chromebook support, Sentry, or Mixpanel.

Culture & Benefits

• Remote position supporting providers and clients during GMT operational hours.
• Work focused on expanding access to mental health care through technology.
• Benefits for UK-based employees are provided in accordance with UK law and may vary by country.