Product Support Representative

Location: Remote within the United States, based in Virginia; working West Coast hours. In-person onboarding and/or identity verification may be required.

Salary: $49,300–$88,330 base salary per year, with offers depending on experience and geographic location.

Company

hirify.global develops software that helps customers design and build products, buildings, infrastructure, and media.

What you will do

• Provide customer support through phone, email, and live chat for technical issues, product usage, onboarding, and subscription inquiries.
• Own customer issues from initial contact through resolution, setting expectations and following up on time.
• Document and escalate technical issues while maintaining accurate support records.
• Monitor support queues and meet service-level expectations and performance targets.
• Collaborate with Sales, Customer Success, Engineering, Finance, Tier 2 support, and leadership to improve the customer experience.
• Contribute customer insights and operational improvement ideas to enhance support quality and satisfaction.

Requirements

• At least 1 year of customer support experience in a SaaS environment using phone, email, and chat.
• Strong troubleshooting and diagnostic skills.
• Clear, professional, and patient written and verbal communication.
• Experience supporting cloud-based tools such as Microsoft Suite and OneDrive across iOS, Android, and Windows.
• Ability to manage multiple priorities, stay organized, and remain customer-focused.
• Comfort working with metrics such as CSAT, productivity, and quality.

Culture & Benefits

• Fully remote work with a supportive team and guidance when needed.
• Opportunities to build expertise in the product, customers, and construction industry.
• Health, financial, and wellness benefits for U.S.-based employees.
• Time-away benefits and opportunities for professional growth.
• Inclusive workplace focused on belonging and equal employment opportunity.