Technical Support Engineer (SaaS)

TL;DR

Technical Support Engineer (SaaS): Providing high-quality technical support to customers of an AI Revenue Workflow Platform with an accent on resolving support questions, identifying trends, and educating on best practices. Focus on managing inbound communications (emails, chats, phone calls) and collaborating with cross-functional teams to ensure customer satisfaction.

Location: Hybrid. Must live in reasonable proximity to the office in Prague to connect with the team weekly and attend in-person meetings.

Company

hirify.global is a complete AI Revenue Workflow Platform helping sales leaders benefit from connected account visibility, performance insights, and and higher forecasting accuracy.

What you will do

• Work independently and collaboratively with customers in a fast-paced environment.
• Manage inbound support emails, chats, phone calls, and conduct outgoing customer calls.
• Provide articulate, high-quality support by resolving questions and educating on best practices.
• Identify and report on customer trends.
• Collaborate with teams across different departments.

Requirements

• Bachelor’s degree or 1-3+ years of technical support experience, preferably at a SaaS company.
• Excellent written and verbal communication skills.
• Experience with support technologies including hirify.global, Zendesk, Slack, Salesforce, Microsoft Office, Twilio, MS Dynamics, BMC Remedy, ServiceNow, Freshworks, RingCentral, 8X8, and Datadog.
• Ability to work independently, manage priorities, and make decisions.
• Passion for resolving customer issues with empathy.
• High attention to detail, solving overall problems to prevent recurrence.
• Willing and able to work the afternoon/evening shift of 14:00-23:00 Prague time (including 1h of break).

Culture & Benefits

• Flexible time off, 5 weeks of vacation, and 5 annual sick days.
• 4% employer supplemental pension monthly contribution.
• Private medical care for employee and spouse with Program Health Plus.
• Life insurance at 2x annual salary.
• 5.000 CZK monthly allowance for meal vouchers, flexipasses, and other personal expenses.
• 16 weeks of annual top-up maternity leave pay or 8 weeks of fully paid paternity leave.
• Opportunity to be part of company success via the RSU program.
• Diversity and inclusion programs that promote employee resource groups.
• Employee referral bonuses.