Software Support Specialist

Location: United States - Remote; scheduled shifts and after-hours on-call rotation may be required. Up to 10% travel.

Base salary: $45,000-$70,000 per year, plus a potential 10% discretionary bonus.

Company

hirify.global operates a commerce network and software platform that helps brands, suppliers, and retailers manage e-commerce operations across multiple channels.

What you will do

• Handle Tier 1 and Tier 2 software support requests through the portal, email, telephone, and chat.
• Send proactive communications about file or communication failures and document issues, actions, and resolutions in ticketing software.
• Create and escalate support requests to Engineering for Tier 1, Tier 2, and Tier 3 issues.
• Participate in after-hours on-call coverage and workload management.
• Maintain knowledge base articles, identify emerging support trends, and communicate findings to management.
• Mentor new team members and provide escalation guidance and training support to Level 1 agents.

Requirements

• At least 1 year of computer, technical, or call-center client service experience.
• Excellent written and verbal English communication skills, along with interpersonal, organizational, multitasking, and problem-solving abilities.
• Experience with Windows, Microsoft Office, ticketing software, and CRM systems.
• Reliable internet access and the ability to work effectively in a remote environment.
• Experience using AI tools such as ChatGPT, Microsoft Copilot, or Claude for research, communication, analysis, documentation, automation, workflow optimization, or decision-making.
• Process improvement and collaboration experience.

Nice to have

• One year of technical support experience plus one year in B2B software support.
• Knowledge of APIs, EDI, XML, flat files, AS2, SFTP, and HTTP communication protocols.
• Experience with hirify.global platforms, prior remote work, or a relevant bachelor’s degree.

Culture & Benefits

• Remote-first working conditions with paid time off, wellness days, and team-building activities.
• Medical, dental, and vision coverage with HSA contributions from the first day.
• 6% 401(k) match, paid holidays, sick leave, caregiver leave, and insurance programs.
• $65 per month remote work stipend for internet.
• Tuition assistance, career development opportunities, employee assistance resources, and charitable contribution matching.