Technical Support Enablement Manager (SaaS)

TL;DR

Technical Support Enablement Manager (SaaS): Building and providing technical service support for a global B2B SaaS platform serving enterprise clients with an accent on high-quality resolution, bug identification, and structured escalation. Focus on developing scalable enablement systems, creating support content, and aligning support performance with customer success outcomes.

Location: Remote. Must be comfortable working in GMT+8 timezones. Limited to APAC or EMEA regions.

Company

hirify.global is a product company founded in 2022, helping businesses worldwide reduce friction and make smarter supply chain decisions with a SaaS platform designed to evolve with the market.

What you will do

• Respond to technical inquiries via chat and email in clear, professional English.
• Resolve common issues (login, permissions, configuration, product usage).
• Accurately categorise, prioritise, and document support tickets.
• Identify product defects, submit high-quality bug reports, and escalate issues to L2 when required.
• Develop support content for Help Centre and Academy.
• Build scalable enablement systems and contribute to root cause feedback loops.

Requirements

• Strong written English (chat/email support experience).
• SaaS or web-based platform support experience.
• Familiarity with Intercom and Slack.
• Experience creating support documentation.
• Understanding of SLAs and global support models.
• Exposure to enterprise customer environments.

Nice to have

• Supply chain knowledge preferred.

Culture & Benefits

• Focus on making complex problems easier to manage, not more complicated to understand.
• Product evolves with the market to handle how real decisions happen.
• Emphasis on accuracy, speed, and strong product learning capability.
• Strive for fast, accurate first responses and high first-contact resolution for L1 issues.
• Committed to clear, high-quality cross-team escalations that accelerate customer resolution.