Senior Technical Support Specialist (NYC)

Location: New York Metro Area, United States; hybrid work with attendance at the NYC office two days per week. Working hours are Monday to Friday, 9am to 6pm ET.

Base salary: $75,000–$95,000 per year.

Company

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

What you will do

• Provide technical solutions and consultative guidance through written channels and Zoom meetings.
• Investigate complex customer issues, identify root causes, recommend workarounds, and define next steps.
• Own communication for complex, escalated, and sensitive cases while coordinating with Engineering and other technical teams.
• Troubleshoot third-party integrations, including SSO, IAM, ATS, payroll integrations, and public APIs.
• Support Premium customers as a dedicated point of contact and provide proactive, consultative assistance.
• Create Help Center content, improve internal processes, mentor teammates, and contribute to team and personal KPIs.

Requirements

• 5+ years of SaaS technical support experience and strong HR technology knowledge.
• Excellent English written and verbal communication skills are required.
• Advanced troubleshooting skills and the ability to explain complex concepts clearly and professionally.
• Experience owning customer escalations and communicating empathetically with customers and internal technical teams.
• Availability to work Monday to Friday, 9am to 6pm ET, in a fast-paced environment.
• Must be located in the New York Metro Area and willing to work from the NYC office two days per week.

Nice to have

• Experience troubleshooting SSO, IAM, ATS, payroll integrations, and public APIs.
• Experience supporting strategic or Premium customers in a dedicated point-of-contact capacity.
• Experience with Zendesk, Slack, and Asana.
• Bilingual English-Spanish communication skills.

Culture & Benefits

• Hybrid working model for Bobbers in the NY metro area, with remote teammates across the United States.
• Temporary work from anywhere for up to two months per year after six months of employment.
• Competitive compensation, comprehensive medical, dental, and vision coverage, and pre-IPO equity.
• 401(k) with a 3% company match, wellness stipend, Headspace membership, and home office allowance.
• Generous paid time off, company holidays, quarterly Bob Balance Days, and a birthday day off.
• Paid social impact days and regular in-person and virtual team events.