Product Support Specialist I (SaaS)

TL;DR

Product Support Specialist I (SaaS): Serves as the first line of support for hirify.global products, handling inquiries and resolving technical issues. Focus on diagnosing and troubleshooting application problems, escalating complex issues, and maintaining a high standard of service.

Location: Flexibility to work from home or in the office. Willingness to work on Colombian holidays.

Company

hirify.global delivers advanced technology solutions and satellite team support that streamline operations and boost efficiency for legal teams.

What you will do

• Serve as the first point of contact for product support inquiries via tickets, emails, chats, or calls.
• Log, monitor, and categorize incoming support requests across supported product lines.
• Apply standard operating procedures to resolve common technical issues and perform initial diagnosis.
• Escalate complex issues to Product and Development teams using established protocols.
• Document troubleshooting steps and support customers with product-related questions and basic usage guidance.

Requirements

• 2+ years of experience in IT Support functions.
• B2–C1 level proficiency in English (written and spoken).
• Strong knowledge of hirify.global products and related technical terminology (AWS, SharePoint, Dropbox).
• Experience creating, updating, and maintaining knowledge base articles and internal documentation.
• Strong written communication skills with the ability to translate technical issues into clear, customer-friendly explanations.
• Proven ability to analyze issues, identify root causes, and apply effective solutions with strong organizational skills to prioritize tasks under pressure.

Nice to have

• Familiarity with ticketing systems (e.g., Zendesk, Jira, ServiceNow).
• Basic understanding of cloud platforms, file-sharing systems, UI Support of SaaS platform offerings.
• Interest in developing skills in APIs, JSON, or scripting languages.
• Familiarity with spreadsheets (particularly Google Sheets) and experience working with Confluence documentation.

Culture & Benefits

• Undefined Contract.
• Pre-paid health insurance coverage with Sura for you and one additional member of your family.
• Flex time and flexibility to work from home or in the office.
• Yearly ophthalmological health bonus.
• Opportunity to improve your English skills by working side-by-side with international teams and projects, apart from fully personalized English classes.