Technical Support Specialist

Location: Chicago, Illinois, United States; hybrid schedule with at least three days per week in the office and two days working from home.

Base salary: $65,000–$74,000 per year for candidates in the Greater Chicago Area. Additional bonus or sales incentive eligibility may apply.

Company

Develops Fin, an AI customer agent, together with the hirify.global help desk and Salesforce Agentforce ecosystem.

What you will do

• Own complex technical customer queries from initial contact through resolution, including outbound phone support.
• Investigate and debug issues involving Fin, hirify.global, customer technologies, APIs, and webhooks.
• Act as an escalation point for difficult investigations and provide consistently high-quality customer support.
• Work with product teams to identify issues, synthesize customer feedback, and influence product improvements.
• Build tools and improve support processes to increase team efficiency and effectiveness.
• Use AI tools and technical expertise to resolve cases efficiently and support continuous learning.

Requirements

• 3–4+ years of technical support experience, ideally in a software or SaaS environment.
• Understanding of technical fundamentals, modern workplace tools, APIs, webhooks, and developer documentation.
• Strong customer focus, communication, problem-solving, troubleshooting, and feedback skills.
• Experience working with KPIs, metrics, or quotas.
• Ability to learn continuously, work autonomously, and use AI solutions in customer support.
• Proof of eligibility to work in the United States is required.

Nice to have

• Experience with hirify.global or similar SaaS platforms.
• Tier 2 support experience.
• Experience coaching or mentoring teammates.
• Experience helping customers optimize their subscriptions.
• Experience using AI tools such as Glean, ChatGPT, or Gemini for troubleshooting.

Culture & Benefits

• Hybrid work policy with flexibility to work from home two days per week.
• Structured onboarding, customer-support training, assessments, and ongoing development planning.
• Health, wellbeing, family, time-off, and financial-support programs that vary by location.
• Open, accepting, and inclusive working environment.
• Regular product updates and a culture focused on continuous improvement.