Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Resolving complex technical issues for an appointment-based client experience platform with an accent on detailed troubleshooting, data validation, and cross-functional coordination. Focus on building deep product expertise, ensuring platform accuracy, and contributing to documentation and workflow improvements to strengthen overall support operations.

Location: Remote (USA)

Salary: $64,000–$80,000 USD + 10% annual bonus

Company

hirify.global provides the first and only client experience platform for appointment-based, self-care businesses, designed to empower customers to create magical client moments.

What you will do

• Resolve Tier 2 escalations by troubleshooting product configurations and analyzing data related to scheduling, payments, and customer workflows.
• Investigate and validate customer financial data to ensure platform accuracy and proper resolution.
• Provide technical guidance and support to internal teams regarding product behaviors and known issues.
• Create and refine internal documentation and customer-facing resources to enhance troubleshooting clarity.
• Contribute to workflow refinement and escalation criteria to improve Tier 1 efficiency and customer experience.
• Participate in Quality Assurance (QA) and User Acceptance Testing (UAT) for new features and updates, identifying bugs and usability gaps.

Requirements

• 2–4 years of B2B customer service experience in a SaaS or technology-driven environment, including troubleshooting software and/or hardware issues.
• Strong analytical and investigative skills to independently resolve moderately complex technical problems.
• Effective written and verbal communication skills for documenting findings and explaining technical concepts.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining accuracy.
• Familiarity with support tools such as Zendesk, Intercom, Salesforce, or JIRA.
• A growth-oriented mindset with a strong desire to deepen product knowledge.

Culture & Benefits

• Fully remote work environment with a monthly work-from-home stipend.
• Comprehensive benefits including 401(k) match, dental, medical, vision, and life insurance.
• Flexible vacation day policy.
• Family planning resources and specialized support programs.
• Equity opportunities to grow with hirify.global.