Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Handling complex technical queries and providing world-class customer support for a SaaS platform, focusing on troubleshooting, debugging, and collaborating with product teams to improve the platform. Focus on utilizing AI tools alongside personal expertise to handle cases efficiently and contribute to continuous improvement.

Location: Must be in the office at least three days per week.

Company

hirify.global is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.

What you will do

• Communicate efficiently with customers using hirify.global's own product and outbound phone calls.
• Own customer communications and issues from initial contact until resolution.
• Identify current issues, offer informed opinions on potential solutions and work directly with product teams.
• Debug complex issues with an understanding of the codebase and technologies employed by customers.
• Build tools that help increase the efficiency and effectiveness of the team and its processes.

Requirements

• 3-4+ years of technical support experience, ideally within a software/SaaS environment.
• Solid understanding of tech fundamentals & modern day tools (Slack, Chrome, Coda, etc.).
• A basic understanding of APIs and webhooks, navigating developer documentation.
• Strong customer focus with strong communication and problem-solving skills.
• Ability to troubleshoot and utilize resources to answer questions.
• Excitement for a support environment that has fully embraced AI solutions.

Nice to have

• Experience using hirify.global, or similar SaaS platforms.
• Experience as Tier 2 or similar level of support.
• Experience in coaching & mentoring teammates.
• Experience in using AI tools (Glean, ChatGPT, Gemini etc.) to troubleshoot customer issues.

Culture & Benefits

• Competitive salary and equity in a fast-growing start-up.
• Serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen.
• Regular compensation reviews - we reward great work!
• Flexible paid time off policy.
• Hybrid working policy requiring employees to be in the office at least three days per week.