Product Support Specialist (SaaS)

Location: New York Metro Area, United States; hybrid work with 2–3 days per week in the NYC office required.

Salary: $62,000–$75,000 per year.

Company

hirify.global provides a data-driven HRIS platform that helps mid-size and multinational businesses manage, engage, develop, and retain employees.

What you will do

• Provide timely, accurate customer support through chat, email, and other channels.
• Troubleshoot B2B SaaS product issues, configuration questions, and integrations.
• Investigate reported issues, identify root causes, and determine appropriate next steps.
• Communicate solutions and expectations clearly to customers.
• Escalate complex or high-impact issues with detailed context and documentation.
• Collaborate with Product, Engineering, and Customer Success while improving documentation, FAQs, and support processes.

Requirements

• Experience in B2B SaaS product support, customer experience, or technical support.
• Experience working cross-functionally with Engineering or Product teams.
• Strong problem-solving, analytical, written, and verbal communication skills.
• Ability to explain technical concepts to non-technical users.
• Comfort working with ticketing systems and support tools, with strong attention to detail and a customer-first mindset.
• Must be located in the New York Metro Area and willing to work from the NYC office 2–3 days per week.

Nice to have

• Knowledge of HRIS, workflows, or enterprise software.

Culture & Benefits

• Hybrid working model for Bobbers in the NY metro area, with temporary work from anywhere for up to two months per year after six months.
• Competitive compensation, comprehensive medical, dental, and vision coverage, and pre-IPO equity.
• 401(k) with a 3% company match and a $1,920 annual wellness stipend.
• Paid time off, company holidays, quarterly balance days, and a birthday day off.
• Home office allowance, paid social impact days, team events, and a dog-friendly NYC office.