Technical Support Specialist (SaaS)

Location: Remote across Germany, with offices in Hamburg, Berlin or Munich.

Company

hirify.global is building an integrated renewable-energy system combining solar, batteries, heat pumps, e-mobility, software, and a virtual power plant powered by Heartbeat AI.

What you will do

• Support branches and market teams in Germany, Australia, Sweden, Denmark, Spain, the Netherlands, and Finland in German and English.
• Diagnose issues across internal systems and provide the appropriate resolution, including user guidance, training, bug reports, or feature requests.
• Build simple automations for bugs or missing features using low-code tools, with Engineering review before release.
• Analyze ticket volume, resolution time, and repeat requests to identify inefficiencies and propose improvements.
• Improve ticket categories, templates, routing, handover rules, help articles, and onboarding sessions.

Requirements

• 1–2 years of experience in support, customer success, or a similar role; internships and working-student positions count.
• German and English at C1 level or higher, written and spoken.
• Experience with business software such as a CRM or ticketing system.
• Good technical understanding of SaaS connections, including data fields and objects, user roles and permissions, integrations, APIs, and webhooks.
• Structured troubleshooting skills, including reproducing issues, narrowing down causes, and documenting them clearly for Engineering.
• Experience training or onboarding people, or building automations with low-code tools such as n8n or Windmill; one of these two areas is sufficient.

Nice to have

• Experience in a startup or scale-up.

Culture & Benefits

• Remote work across Germany with access to offices in Hamburg, Berlin, and Munich.
• Work in an international team supporting seven markets and contribute to the energy transition.
• Direct contact with core decision-makers and opportunities to learn from Product and Engineering colleagues.
• Development opportunities towards product operations, internal tool ownership, automation, or engineering.
• EGYM Wellpass, Futurebens benefits and discounts, and job bike leasing.