Technical Support Specialist (SaaS)

Location: São Paulo, hybrid

Company

hirify.global is a customer engagement SaaS platform that helps brands deliver personalized experiences through cross-channel messaging, journey orchestration, marketing automation, and AI-powered decisioning.

What you will do

• Own customer inquiries end-to-end, including how-to questions, technical break-fix issues, integration and configuration support, and best-practice guidance.
• Develop expertise in the hirify.global dashboard, integrations, troubleshooting procedures, and operational best practices.
• Help customers adopt hirify.global features and achieve their desired business outcomes.
• Collaborate with Customer Success, Account Managers, Product, Engineering, and other support colleagues to resolve technical escalations.
• Identify opportunities to improve customer satisfaction and document and share knowledge with customers and teammates.

Requirements

• Demonstrated experience supporting technical products, ideally in SaaS, mobile applications, or high-volume technology support environments.
• Bachelor’s degree from an accredited college or university, technical boot camp certification, or equivalent practical experience.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Required familiarity with case management tools such as Salesforce or Zendesk.
• Understanding of at least two of the following: SaaS, mobile technology, APIs, marketing automation, direct marketing, marketing analytics, or basic programming.
• Excellent written and verbal English communication skills, including the ability to explain complex technical concepts to technical and non-technical audiences.
• Analytical, curious, and resourceful troubleshooting skills, with the ability to manage and prioritize a high volume of time-sensitive inquiries under pressure.

Nice to have

• Experience with Postman, Snowflake, Datadog, and/or Kibana.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience focused on community, team connections, and innovation.
• Competitive compensation that may include equity, retirement benefits, and an employee stock purchase plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Fertility benefits, equal paid parental leave, and family services.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.
• Employee Resource Groups, volunteer opportunities, donation matching, and a collaborative culture recognized as a Great Place to Work.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization; recruiting teams remain responsible for hiring decisions.
• Candidates may opt out of AI-assisted application review and may request a manual review or other applicable rights depending on their location.