Customer Support Specialist (Automotive SaaS)

Location: Remote, Canada. Monday–Friday coverage from 8 am to 8 pm, with shifts of either 8 am–4 pm or 11:30 am–8 pm. Candidates must be legally authorized to work in Canada; employment sponsorship is not provided.

Salary: $24.00–$25.00 CAD per hour.

Company

hirify.global provides proprietary automotive data, advanced analytics, industry expertise, and workflows for dealers, OEMs, and enterprise customers across North America, Europe, and Australia.

What you will do

• Serve as the first point of contact for inquiries about usability, configuration, data, and software behavior.
• Diagnose, troubleshoot, and resolve issues across automotive data and workflow platforms, escalating when appropriate.
• Explain solutions, system behavior, and next steps clearly and empathetically.
• Document cases accurately in CRM and ticketing systems while following workflows, SLAs, and escalation processes.
• Collaborate with Product, Engineering, Data, and Sales teams to resolve issues and identify recurring defects.
• Contribute to knowledge-base content, playbooks, and continuous process improvements.

Requirements

• 2–5 years of experience in customer, technical, or service desk support within a SaaS, data, or technology environment.
• Working knowledge of REST/SOAP APIs and JSON/XML data formats.
• Ability to learn complex systems and product ecosystems.
• Experience with CRM and ticketing platforms.
• Comfort using diagnostic tools, internal test utilities, and data validation tools.
• Strong analytical, triage, and troubleshooting skills.
• Clear written and verbal communication, customer empathy, and a professional presence when providing high-level support.

Nice to have

• Post-secondary education in IT, Computer Science, or equivalent practical experience.
• Telephony experience.
• Hands-on experience supporting dealer- and OEM-facing automotive software and data platforms.
• Experience managing customer inquiries and escalating complex issues through defined processes.

Culture & Benefits

• Virtual-first environment with flexible work arrangements.
• Learning and development opportunities.
• Eligible employees may receive medical, dental, vision, disability, and life insurance.
• Retirement savings programs, paid time off, wellness programs, and other company-sponsored benefits may be available depending on country and employment status.
• Culture based on customer success, innovation, collaboration, data-driven decision-making, execution, trust, independence, integrity, and credibility.

Hiring process

• Reasonable accommodations are available throughout the recruitment process for individuals with disabilities or other protected needs.