L1 Technical Support Agent (AI/SaaS)

Location: Franklin, TN; must be based in the United States, available during US business hours, and open to rotating weekend and holiday on-call shifts.

Company

hirify.global is an AI-enabled SaaS workflow platform for CPA firms, unifying engagement letters, data collection, tax organizers, document exchange, e-signature, e-filing, payments, and analytics.

What you will do

• Resolve customer conversations handed off by the AI agent, aiming for first-contact resolution with clear and accurate answers.
• Manage the ticket queue within SLA, follow up through resolution, and maintain accurate tier, category, and priority data in Jira.
• Troubleshoot issues across the Engagement Letter Wizard, e-Sign, Tax Organizer, and Tax Return Delivery modules.
• Escalate complex issues to L2 with reproduction steps, screenshots, and diagnostic details.
• Improve AI responses, create knowledge base articles, and capture feature requests and recurring customer pain points for Product.
• Share rotating weekend and holiday on-call coverage and flex availability during busy season.

Requirements

• 3–5 years of technical support experience, ideally in a B2B SaaS environment.
• Strong troubleshooting and root-cause isolation skills.
• Clear, warm, and professional written and verbal communication with professional clients.
• Experience with ticketing systems such as Jira and comfort working alongside and improving AI platforms.
• Consistent ownership and follow-through until customer issues are fully resolved.
• Must be based in the United States and available during US business hours.
• Availability for rotating weekend and holiday on-call shifts and increased coverage during busy season.

Nice to have

• Experience in tax, accounting, or CPA firms.
• Exposure to e-signature or document management software.
• Prior busy-season customer support experience.

Culture & Benefits

• Work alongside an in-house support team and an agentic AI platform.
• Structured onboarding milestones include product and Jira training, L2 shadowing, independent queue ownership, and product-area specialization.
• Performance expectations include response-time SLA, first-contact resolution, CSAT, escalation quality, and knowledge base contributions.
• Rotating weekend and holiday on-call coverage is required, with additional availability during peak tax season.