Product Support Specialist

TL;DR

Product Support Specialist: Helping customers successfully use the product by combining product knowledge, troubleshooting skills, and clear communication with an accent on resolving customer issues, guiding users through workflows, and ensuring a positive experience. Focus on investigating reported issues, determining root causes, and collaborating with cross-functional teams to improve support processes.

Location: Must be based in the New York Metro Area and willing to work in the NYC office 2-3 days a week.

Salary: $62,000–$81,000 per year.

Company

hirify.global helps modern, mid-size businesses transform the way they manage people with an intuitive, data-driven HR platform built for global, remote, and collaborative work.

What you will do

• Provide timely and accurate support to customers via chat, email, and other channels.
• Troubleshoot product issues, configuration questions, and integrations.
• Investigate reported issues to determine root causes and next steps.
• Clearly communicate solutions and expectations to customers.
• Escalate complex or high-impact issues with clear context and documentation.
• Collaborate with Product, Engineering, and Customer Success teams to improve support processes.

Requirements

• Experience in a SaaS product support, CX, or technical support role.
• Experience supporting B2B SaaS products.
• Experience working cross-functionally with Engineering or Product teams.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills, able to explain technical concepts to non-technical users.
• Comfortable working with ticketing systems and support tools, with a customer-first mindset.

Nice to have

• Knowledge of HRIS, workflows, or enterprise software.

Culture & Benefits

• Competitive compensation, pre-IPO equity, and stock options in a high-growth startup.
• 100% subsidized medical, dental, and vision coverage for employees.
• 401(k) with a 3% company match starting from Day 1.
• Hybrid working model with a work-from-home allowance.
• Flexible time off including 4 additional Bob balance days and birthday day off.
• Wellness benefits, social impact days, and a dog-friendly NYC office.