Product Support Specialist

Location: Barcelona, Spain; office-based role

Salary: €23,000–€27,000 gross annual

Company

hirify.global develops an AI-powered SaaS platform that helps companies manage people, processes, policies, data, and business operations.

What you will do

• Learn the hirify.global platform in depth and diagnose and triage complex customer issues.
• Report escalated issues to the Development team and manage incident queues according to SLAs and prioritization rules.
• Consolidate the knowledge base to improve first-level resolution and support workflows.
• Support internal training for the Customer and Product Support teams.
• Act as the main escalation point while collaborating with Customer Experience teams.
• Build reports and dashboards to identify case trends and suggest product enhancements.

Requirements

• At least 2 years of experience in a similar support role, preferably in a SaaS company.
• Strong troubleshooting, research, problem-solving, and organizational skills.
• Ability to communicate effectively with customers and colleagues ranging from lead engineers to non-technical frontline staff.
• Experience with monitoring and logging tools such as Datadog, Sentry, or ES.
• Ability to work under pressure and adapt to a fast-changing environment.
• Fluent English is required. Spanish is an advantage.

Nice to have

• Experience with APIs, Postman, HTML, CSS, JavaScript, and databases.
• Experience with ticketing systems such as Jira or HubSpot.
• Spanish language skills.

Culture & Benefits

• High-growth, multicultural, and friendly work environment.
• Wellhub membership, language classes, and employee expense-saving benefits through Cobee.
• Breakfast at the office, organic fruit, and food discounts.
• Pet-friendly workplace.