Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Diagnosing and triaging complex technical issues within the hirify.global platform and reporting them to the Development team with an accent on SLAs, prioritization, and knowledge base consolidation. Focus on improving internal training, building reports to track case trends, and suggesting product enhancements.

Location: Barcelona, Spain

Salary: €23,000 - €27,000

Company

hirify.global is building business management software for companies of all sizes, centralizing key workflows across HR, finance, and operations.

What you will do

• Learn the hirify.global’s platform in detail
• Diagnostic and triage of complex issues and report them to the Development team
• Manage a queue of incidents in an effective way based on SLAs and defined prioritization formula
• Consolidate knowledge base to improve first-level resolution and workflows
• Work alongside Customer Experience teams as a Main Point of Escalation
• Build reports and dashboards to track case trends and identify the top customer issues

Requirements

• 2+ Years Experience in a similar role, preferably in a SaaS company
• Technically competent at troubleshooting and able to understand and talk with people across the organization, from lead engineers to non-technical frontline staff
• Be able to communicate effectively with customers and internal teams.
• Highly skilled at researching, troubleshooting and solving complex issues
• Experience and understanding in the following technologies: API, Postman, HTML, CSS, Javascript, databases, etc is a plus
• Fluent English are required for the role! Spanish is a plus!

Nice to have

• Experience with ticketing system such as Jira, HubSpot
• Experience in monitoring and logging tools such as Datadog, Sentry, ES, etc

Culture & Benefits

• High growth, multicultural and friendly environment
• Alan as private health insurance
• Healthy life with Wellhub (Gyms, pools, outdoor classes)
• Save expenses with Cobee
• Language classes