Technical Support Specialist

TL;DR

Technical Support Specialist: Serving as a technical escalation point within the Support team, including incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations. Focus on efficiently addressing client issues, collaborating with engineering teams for complex resolutions, and maintaining clear communication with stakeholders.

Location: Hybrid in Chicago, IL or Austin, TX

Salary: $64,000–$75,000 a year

Company

hirify.global is on a mission to simplify the beverage alcohol industry through a modern, digital marketplace connecting suppliers, distributors, and retailers.

What you will do

• Serve as a technical escalation point, diagnosing incidents, conducting root cause analysis, and troubleshooting integration-related issues.
• Escalate and collaborate with Engineering teams on complex technical issues.
• Efficiently address client tickets and communicate resolutions clearly to stakeholders.
• Prioritize issues independently based on defined criteria and achieve team KPIs.
• Document customer interactions and resolutions accurately in the support ticketing system.
• Collaborate cross-functionally with Product, Implementations, and Distributor teams.

Requirements

• Past technical support experience at a SaaS company.
• Experience with CRM software and technical tools such as Salesforce, Jira, and Confluence.
• Ability to triage and troubleshoot issues independently and efficiently.
• Excellent organizational skills, communication skills (verbal and written), and attention to detail.
• An analytical mind and a passion for problem-solving.
• English: B2 required.

Nice to have

• Experience in the hospitality and/or alcohol beverage space.

Culture & Benefits

• Opportunity to make an impact and grow within a rapidly expanding company.
• Competitive benefits including Health, Dental, Vision, 401K with match, and Commuter Perks.
• Unlimited PTO and half-day Fridays in the Summer.
• Live company values: Host, Serve, Deliver and Celebrate.
• Commitment to diversity and equal opportunity.

Hiring process

• Artificial intelligence (AI) tools may be used to support parts of the hiring process, with final decisions made by humans.