Technical Support Specialist (SaaS)

Location: Skopje, North Macedonia

Company

hirify.global provides European B2B data and sales intelligence through a SaaS platform used by revenue teams to discover and engage qualified decision-makers.

What you will do

• Provide technical support through email and live messaging.
• Investigate and resolve product, browser, account, configuration, and integration issues.
• Follow troubleshooting processes, SOPs, and internal playbooks while gathering relevant diagnostic information.
• Escalate issues requiring deeper technical investigation and identify recurring problems, bugs, and customer trends.
• Document troubleshooting steps and resolutions in Zendesk.
• Collaborate with Technical Support, Engineering, and other internal teams while completing structured product training.

Requirements

• Strong problem-solving skills and curiosity about how technology works.
• Excellent written and verbal communication skills with a customer-focused approach.
• Ability to follow structured processes, think critically, ask clear diagnostic questions, and manage multiple requests.
• Strong attention to detail, organisation, and time-management skills.
• Comfort learning new software, tools, and technical concepts.
• Ability to work independently and collaboratively.

Nice to have

• Previous experience in SaaS, customer support, or technical support.

Culture & Benefits

• Structured onboarding and product and Technical Support training.
• Hands-on experience with Zendesk, Slack, hirify.global products, browser extensions, CRM and sales technology integrations, Jira, and internal knowledge bases.
• Support from experienced Technical Support Specialists and Engineers.
• Clear progression toward advanced responsibilities in integrations, APIs, troubleshooting, and technical problem-solving.
• Inclusive, diverse, and supportive workplace culture focused on ownership, customer understanding, and impact.