Technical Support Agent (SaaS)

Location: Hybrid in Utrecht, Netherlands; attendance at the Utrecht office is required at least 2 days per week. Candidates should live in or close to Utrecht, or be willing to relocate to the Netherlands.

Salary: Gross €2,850–€2,950 per month based on 40 hours.

Company

hirify.global is a B2B SaaS platform that helps online retailers, agencies, and marketers manage and optimize product listings across marketplaces, comparison sites, affiliate networks, and other marketing channels.

What you will do

• Handle first-line customer support tickets by email and phone, primarily in French and English.
• Troubleshoot issues involving product feeds, APIs, and marketplace integrations.
• Own customer cases from initial contact through resolution, escalation, and documentation.
• Collaborate with second-line support and other teams on complex technical cases.
• Contribute to in-tool translations and localization of customer-facing materials.
• Identify customer and commercial insights that can improve the product, workflows, and customer experience.

Requirements

• Excellent French at C2 level and strong spoken and written English.
• Strong analytical, problem-solving, communication, and customer ownership skills.
• Ability to adapt communication for technical and non-technical users.
• Availability for at least 4 days per week, or 32 hours.
• Ability to work from the Utrecht area and attend the office at least 2 days per week.
• Technical support, IT, or ecommerce experience is beneficial but not required.

Culture & Benefits

• Collaborative, open-minded support environment with flat hierarchies and opportunities to contribute ideas.
• Extensive onboarding and training, with opportunities to grow into advanced support responsibilities.
• Hybrid working policy with flexible start times between 8:00 and 10:00 and home-office equipment.
• 26 vacation days plus 2 reload days based on 40 hours, a 3-week workcation, and additional leave options.
• €1,000 annual learning and development budget, pension savings scheme, and commuting support.
• Health, wellbeing, meals, sports, social events, and international team activities.

Hiring process

• 25-minute introduction call with a Talent Acquisition Partner.
• Interview with the Support leadership team.
• Assignment interview at the Utrecht office, including an office tour, followed by reference checks before an offer.