Product Support Specialist (SaaS)

Location: Remote, based in Australia; standard hours are Monday to Friday, 9:00am–6:00pm Melbourne time, with a recurring on-call rota outside core hours, including some weekends and public holidays.

Company

hirify.global provides a customer engagement platform supporting messaging, campaigns, segmentation, automated journeys, personalisation and integrations.

What you will do

• Own customer support tickets from initial response through resolution while meeting response and resolution SLAs.
• Troubleshoot APIs, JavaScript, HTML/CSS, iOS and Android SDKs, data imports and customer integrations.
• Investigate and reproduce issues, gather logs, identify root causes and escalate incidents to Engineering or Technical Operations.
• Monitor the APAC support queue, triage urgent incidents and keep customers informed through resolution and handovers.
• Advise customers on campaigns, segmentation, automated journeys, personalisation, A/B testing, performance and deliverability.
• Test releases, report defects, maintain documentation and share recurring issues and product feedback with internal teams.

Requirements

• At least 2 years of experience in technical support, customer success or a similar customer-facing technical role, ideally in SaaS.
• Practical troubleshooting experience with HTML, CSS, JavaScript and/or REST APIs, including API requests, responses and error codes.
• Excellent written English and the ability to explain technical issues to technical and non-technical customers.
• Experience with Zendesk or a similar ticketing system.
• Strong prioritisation, time-management, independent decision-making and methodical problem-solving skills.
• Ability to work remotely from Australia during Melbourne business hours and participate in the on-call rota.

Nice to have

• Experience with marketing automation, CRM, customer data platforms or email and push campaign platforms.
• Familiarity with iOS or Android development, mobile SDK integrations, SQL, customer data, imports and segmentation.
• Experience with Jira, Confluence, technical writing, product training or demonstrations.
• Experience supporting iGaming, sports betting, entertainment or other high-volume consumer industries.
• A degree in IT, Computer Science or a related field, or equivalent practical experience.

Culture & Benefits

• Remote work from Australia with collaboration across global Support, Product, Engineering, Technical Operations, Account Management and Onboarding teams.
• On-call time is compensated.
• Working hours may be adjusted in line with business needs with reasonable notice and consultation.
• Regular knowledge sharing, team meetings and cross-functional process improvement.