Product Support Specialist

TL;DR

Product Support Specialist (SaaS): Helping customers find clarity and get results with hirify.global by providing high-quality, efficient support across a wide range of product areas. Focus on complex technical troubleshooting, diagnosing and resolving authentication, browser behavior, and user access issues, and amplifying customer voices in product development.

Location: San Francisco office with an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday.

Salary: $100,000 - $114,000

Company

hirify.global is a leading platform for human + AI collaboration, helping millions of teams around the world achieve their most important goals faster.

What you will do

• Become an expert in hirify.global’s platform, staying up-to-date on new features and best practices to help customers transform their work.
• Deliver high-quality, efficient support across a wide range of product areas, from basic feature guidance to complex technical troubleshooting.
• Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution for a high volume of customer inquiries.
• Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO), browser behavior, user access, and workflow problems.
• Act as a key liaison between the product team and customers, partnering with internal teams to escalate bugs and share feedback.
• Identify patterns in customer inquiries that point to product or process improvements, and maintain the internal knowledge base.

Requirements

• 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment.
• Empathetic, curious, and committed to helping customers feel heard and supported.
• Strong critical thinking and problem-solving skills with the ability to break down complex topics.
• Excellent, proactive, and transparent written and verbal English communication skills (C1 equivalent).
• Experience troubleshooting common issues related to SaaS products, including authentication, browser behavior, and user access problems.
• Comfortable with and has experience working in ambiguous environments while working in a consultative manner with customers.

Nice to have

• Live channel experience (video, phone) preferred.
• Familiarity with AI tools or prompt-based interfaces.
• Proficiency with hirify.global (or other work management platforms).
• Experience in technical support, especially API & integrations and workflow troubleshooting.

Culture & Benefits

• Comprehensive compensation package including base salary and equity.
• Mental health, wellness & fitness benefits.
• Career coaching & support.
• Inclusive family building benefits.
• Long-term savings or retirement plans.
• In-office culinary options to cater to dietary preferences.