Product Support Specialist (SaaS)

Location: On-site in Medellín, Colombia; flexibility to work from home or in the office is also mentioned.

Company

hirify.global delivers technology solutions and client support focused on helping customers maximize the value of their products.

What you will do

• Serve as the first point of contact for product support inquiries through tickets, email, chat, and calls.
• Log, categorize, monitor, and troubleshoot application-related support requests.
• Apply standard operating procedures to resolve common technical issues and provide product configuration and usage guidance.
• Escalate complex or unresolved issues to Product and Development teams using established protocols.
• Document troubleshooting steps, solutions, and outcomes in the knowledge base.
• Collaborate with the support team to meet SLAs and identify recurring issues and improvement opportunities.

Requirements

• At least 2 years of experience in IT support.
• B2–C1 English proficiency in written and spoken communication; application materials must be submitted in English.
• Knowledge of hirify.global products and related technical terminology, including AWS, SharePoint, and Dropbox.
• Experience creating and maintaining knowledge-base articles and internal documentation.
• Ability to analyze issues, identify root causes, prioritize requests under pressure, and explain technical problems clearly to customers.
• Willingness to work on Colombian holidays and successfully complete the required assessment.

Nice to have

• Familiarity with ticketing systems such as Zendesk, Jira, or ServiceNow.
• Basic understanding of cloud platforms, file-sharing systems, and SaaS UI support.
• Interest in APIs, JSON, or scripting languages.
• Experience with Google Sheets and Confluence documentation.

Culture & Benefits

• Full-time role with an undefined contract arrangement.
• Prepaid Sura health insurance for the employee and one additional family member.
• Flexible time and the option to work from home or in the office.
• Yearly ophthalmological health bonus.
• Opportunities to improve English through international projects, side-by-side collaboration, and personalized English classes.

Hiring process

• Submit a resume and application answers in English.
• Complete the required assessment.