Product Support Specialist (SaaS)

Location: Remote, LATAM or the US; must be able to work within US time zones

Company

hirify.global is a post-Series A, Y Combinator-backed SaaS startup providing an AI-powered sales platform for B2B companies.

What you will do

• Act as the main customer contact through email, chat, and occasional video calls.
• Resolve technical and product-related questions by troubleshooting issues and guiding users through product workflows.
• Report recurring issues and share customer insights with Product, Engineering, and Customer Success teams.
• Build and optimize support processes, internal playbooks, and customer-facing documentation.
• Identify query trends and suggest proactive solutions to reduce incoming tickets.
• Support new feature rollouts through release-note reviews, testing, and documentation updates.

Requirements

• Hands-on experience in a customer-facing or support role, such as Customer Support Representative, Technical Support Specialist, or Customer Success Associate.
• Experience with ticketing systems, CRM applications, or remote support tools such as Zendesk, HubSpot, Pylon, or similar.
• Ability to investigate and troubleshoot product or technical issues, own resolutions, and escalate when needed.
• Strong written and verbal communication skills, with the ability to adapt tone to different audiences.
• Located in LATAM or the US and able to work within US time zones.

Nice to have

• Experience working remotely with distributed teams.
• Knowledge of sales enablement or the B2B SaaS domain.

Culture & Benefits

• Fast-growing startup with product-market fit.
• Health insurance and stock options.
• Annual company trip.
• Collaborative work environment focused on scalable customer support.