Sr Technical Support Specialist - Integrations SME

Location: Kuala Lumpur, Malaysia; on-site

Company

hirify.global is an AI-powered business messaging platform that helps companies manage customer conversations across chat, calls, and email.

What you will do

• Own the quality of technical support for integrations with CRMs, APIs, MCPs, webhooks, iPaaS tools, and messaging channels.
• Define and maintain rubrics, policies, and response standards for human agents and AI-generated support answers.
• Monitor trends, evaluation data, and customer feedback to identify root causes of quality gaps.
• Build and implement lasting improvements through updated processes, macros, guides, training, and other support resources.
• Design and deliver topic-specific training and onboarding materials for support agents and Team Leads.
• Own integration-related initiatives end-to-end and align cross-functional stakeholders.

Requirements

• 5+ years of professional experience in B2B SaaS.
• Experience as a technical SME or escalation point, including quality checking, training, coaching, or enablement.
• Deep hands-on expertise in APIs, MCPs, webhooks, CRMs, and iPaaS tools such as n8n, Zapier, or Make.
• Ability to evaluate AI and human answers, diagnose root causes, and implement sustainable fixes.
• Strong teaching, written and verbal communication, project management, and stakeholder management skills.
• Fluency with AI tools such as Claude Code, MCPs, and API integrations, with the judgment to validate their output.

Nice to have

• Experience with WhatsApp Business Platform/Meta, TikTok, SMS, or voice integrations.

Culture & Benefits

• Collaborative environment focused on customer outcomes, ownership, direct communication, and mutual support.
• Globally distributed workforce with a diverse and inclusive culture.
• Flexible working environment and working hours.
• Virtual social events and online team activities.
• Competitive compensation package.