Technical Support Specialist

Location: Hybrid role with a minimum of two days onsite each week at the downtown San Francisco office; remote work from home for the rest of the week.

Base salary: $55,000–$75,000 per year. Actual compensation depends on job-related knowledge, skills, and experience.

Company

hirify.global develops digital learning and note-taking tools that help students, educators, and professionals organize ideas, deepen understanding, and collaborate.

What you will do

• Support new and existing users by explaining product features, operating instructions, and troubleshooting steps.
• Diagnose technical issues and resolve user-submitted tickets through Zendesk while following internal processes.
• Track, follow up on, escalate, and close issues within defined SLAs.
• Meet support KPIs including productivity, CSAT, responsiveness, quality scores, ticket volume, and resolution metrics.
• Identify issue trends, report bugs, and communicate user sentiment to help prioritize product improvements.
• Provide empathetic assistance focused on users’ immediate and long-term needs.

Requirements

• 2–3 years of experience in customer support, product support, or technical support, including frequent incoming issues handled by email, phone, and/or live chat.
• Experience with support-focused CRMs is required; Zendesk and Intercom/Fin experience is preferred.
• Excellent written, verbal, and interpersonal communication skills.
• Experience troubleshooting and providing technical support for iOS and Android devices and environments is required.
• Ability to understand and communicate technical application and software concepts, including troubleshooting, debugging, and reproducing issues.
• Experience with GitHub, Jira, Confluence, and similar software products.
• Experience working toward measured customer-support success metrics, including tickets per day, average CSAT, response-to-resolution ratio, and average quality score.
• Empathetic approach to users, motivation to help, openness to feedback, and interest in improving individual and team practices.

Culture & Benefits

• Collaborative, cross-disciplinary environment with independent decision-making and open sharing of ideas.
• Flexible schedules, hybrid work, and a work-life-balance-focused approach to time off.
• Base salary with bonuses, profit sharing, and stock-option equity awards.
• Fully covered medical, dental, and vision healthcare for employees and their families.
• 401(k) with matching contributions, flexible vacation, nonprofit gift matching, and transit benefits.
• Lunch stipend when working from headquarters, home workstation reimbursement, ISP stipend, and monthly phone bill stipend.