Technical Support Specialist (SaaS)

Location: Hybrid role based in the Reston, VA office; candidates should be local to the Washington, D.C. area. Most of the week is in the office, with some remote days.

Salary: $70,000–$90,000 per year, depending on experience.

Company

hirify.global is a warehouse intelligence platform that unifies labor, automation, and robotics data for 3PLs, retailers, and e-commerce companies.

What you will do

• Manage the support queue by triaging, prioritizing issues by operational impact, and responding within established targets.
• Troubleshoot customer issues by reproducing problems, reading logs, and querying data, then provide Engineering with actionable tickets.
• Keep customers informed through resolution and close the loop when fixes are released.
• Write and maintain help articles and troubleshooting runbooks used by customers and the AI support assistant.
• Identify gaps in AI-generated answers and recurring problems, escalating patterns to Customer Success, Product, and Engineering.

Requirements

• Experience supporting a SaaS product, including managing tickets, troubleshooting user issues, and communicating with customers.
• Experience managing a support queue, prioritizing high-volume work, meeting response targets, and escalating appropriately.
• Comfort reading logs, following data, and learning technical products quickly.
• Clear written communication for both customers and engineers.
• Composure when supporting customers during active operational problems.
• Careful handling of customer and operational data using only the minimum necessary access.
• Willingness to work scheduled shifts that may include early mornings, evenings, or weekends, and participate in an on-call rotation.
• Visa sponsorship is not available for this position.

Nice to have

• Basic SQL knowledge.
• Experience in retail, hospitality, or other high-volume customer-facing work.
• Experience with Pylon, Intercom, Zendesk, or their AI features.
• Scripting experience in Python or JavaScript for data gathering and troubleshooting.
• Interest in logistics, warehousing, or physical operations.

Culture & Benefits

• AI is used throughout the company for research, response drafting, documentation, and data queries, with human verification required for customer-facing answers.
• Scheduled shifts overlap with customer warehouse operating hours; some shifts include early mornings, evenings, or weekends.
• On-call rotation covers high-priority issues such as outages or problems stopping work on a customer floor, with Engineering backup.
• Health, dental, and vision insurance.
• 401(k) with employer match, unlimited PTO, and a monthly AI tools budget.
• Commitment to an inclusive workplace and reasonable accommodations during hiring and employment.

Hiring process

• Two virtual interviews over Google Meet.
• Onsite interview at the Reston office with five interviews.