Technical Support Specialist (AI / SaaS)

TL;DR

Technical Support Specialist (AI / SaaS): Providing front-line technical support for the hirify.global platform with an accent on diagnosing and resolving client issues and educating users. Focus on leveraging SQL for data analysis, optimizing support workflows, and gathering product feedback.

Location: Onsite in New York City, US. Open to sponsoring candidates currently in the U.S. who need to transfer their active visa.

Company

hirify.global improves the lives of injured and disabled workers through its AI-as-a-Service platform, aiming to transform the insurance industry.

What you will do

• Act as primary point of contact for client users, managing inquiries via email, chat, and ticketing systems.
• Diagnose and resolve technical issues, replicating bugs and escalating complex problems to engineering teams.
• Translate complex technical concepts into clear, easy-to-understand explanations for non-technical users.
• Utilize SQL to query databases and investigate data discrepancies to resolve client support tickets.
• Optimize workflows using Zendesk and Salesforce to track issues, document solutions, and build the internal knowledge base.
• Gather user feedback and trends to share with Product and Engineering teams.

Requirements

• Bachelor’s degree, preferably in Computer Science, Information Systems, Engineering, or a Business discipline.
• Up to 2 years of professional experience, or a recent graduate with relevant internships.
• Excellent written and verbal communication skills.
• Strong interest in AI technologies and SaaS business models.
• Understanding of AI-as-a-Service (AIaaS) concepts.
• Basic to intermediate proficiency in SQL (selects, joins, basic data manipulation).
• Familiarity with Salesforce and Zendesk platforms.

Nice to have

• Experience with ServiceNow.
• Experience with API testing tools (like Postman) or basic scripting (Python/JS).

Culture & Benefits

• Annual bonus plan and company equity plan (RSUs).
• Comprehensive medical, dental, vision, disability, and life insurance, plus 401k matching.
• Paid time off, sick leave, and 100% paid parental leave (16/12 weeks).
• Flexible schedule for new parents returning to work.
• Catered lunches, happy hours, pet-friendly spaces, and monthly technology stipend.
• $1,000/year for professional development and opportunities for tuition reimbursement.