Senior Technical Support Specialist

TL;DR

Senior Technical Support Specialist (SaaS): Supporting US and ANZ customers with Tier 1 inquiries, acting as a proactive partner to achieve their business goals with hirify.global's platform with an accent on building and maintaining strong customer relationships and providing top-tier customer service. Focus on troubleshooting complex issues, presenting support topics in customer meetings, and leading projects to address technical or process gaps.

Location: Hybrid - Sydney; REMOTE - Australia/New Zealand

Company

hirify.global is the leading AI-powered customer engagement platform that helps leading brands like Redfin, SeatGeek, Priceline, Calm, and Box create dynamic, individualized experiences at scale.

What you will do

• Become an hirify.global product expert.
• Support US and ANZ customers’ Tier 1 inquiries through live chat, email, Zendesk, and phone.
• Act as a proactive partner to help them achieve success with their business goals.
• Provide top-tier customer service to delight them.
• Build and maintain strong customer relationships, driving successful business outcomes by understanding their use cases and architecture.
• Lead projects to address technical or process gaps for yourself or the team.

Requirements

• Have a strong ability to build and nurture customer relationships.
• Have experience with High-Priority Accounts and a strong track record of managing multiple complex customer issues while maintaining quality and timeliness in responses.
• Are skilled at working closely with teams like Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues within customer organizations.
• Can actively participate in recurring customer meetings, workshops, and occasional onsite visits, providing valuable insights and building stronger relationships with key accounts.
• Can solve highly technical problems and answer both product and technical questions related to hirify.global and to its integration ecosystem.
• Are passionate about startups, software, and SaaS products.

Nice to have

• Previous experience in a B2B technical support role at a SaaS company
• Experience with email, push or SMS platforms
• Experience with JIRA or Zendesk or similar tools
• Experience with Datadog or similar tools
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript or JS Frameworks

Culture & Benefits

• Competitive salary & meaningful equity
• General Allowance to be used to purchase private medical insurance, life insurance, and other supplementary benefit plans
• Superannuation
• 28 days of Annual Leave
• Balance Days (additional paid holidays)
• Complete laptop workstation