Senior Product Support Specialist (SaaS)

TL;DR

Senior Product Support Specialist (SaaS): Providing product expertise and problem-solving to help customers derive value from hirify.global, including troubleshooting modeling issues and investigating bugs with an accent on technical investigations and customer advocacy. Focus on improving processes, transmitting customer feedback, and suggesting efficiency improvements.

Location: Hybrid in Toronto

Company

hirify.global is redefining business planning and performance with their AI-powered platform.

What you will do

• Provide product expertise and problem-solving to help customers derive value from hirify.global.
• Conduct technical investigations to troubleshoot issues and provide recommendations.
• Act as a player-coach to junior team members, guiding them on complex cases.
• Own Support tickets from creation to closure.
• Collaborate with Product Managers on feature requests, advocating for customers and partners.
• Lead on improving processes and product by transmitting customer feedback and suggesting efficiency improvements.

Requirements

• 4+ years of experience as an application support specialist, in a technical support role in the SaaS world, and/or working in a Financial Planning & Analysis (FP&A) or Modeling role.
• Excellent written and interpersonal skills.
• General technical know-how and an affinity for learning new software.
• Independent, empathetic, and accountable.
• Strong project management skills and ability to deliver on time.
• Comfortable working in a remote, fast-paced environment as part of an international team.
• Speak English to a professional proficiency.

Nice to have

• Knowledge of spreadsheets or business planning.
• Experience in HTML, CSS, SQL, APIs or Data Integrations.
• Any financial qualification (Payroll, Accounting, Financial Risk Management, Pensions etc).
• An additional European language.

Culture & Benefits

• Competitive compensation package.
• Comprehensive benefits, including medical, dental, & vision insurance coverage.
• Generous time off and parental leave policies.
• Offices at the heart of major cities including New York, Toronto, Paris, and London.
• High-end equipment to do your work in the best conditions.