Senior Technical Support Specialist (SaaS)

Формат работы

hybrid

Тип работы

fulltime

Грейд

senior

Английский

Страна

Australia

Вакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:

TL;DR

Senior Technical Support Specialist (SaaS): Providing high-tier technical support and relationship management for Premier customers on the hirify.global platform with an accent on troubleshooting complex integrations and optimizing business use cases. Focus on collaborating with Engineering and Product teams to resolve technical gaps and improving customer success outcomes.

Location: Hybrid - Sydney

Company

AI-powered customer engagement platform helping brands create individualized experiences at scale.

What you will do

Act as a product expert supporting Tier 1 inquiries via live chat, email, Zendesk, and phone.
Partner with Premier customers to align platform usage with their business goals and architecture.
Build and maintain strong customer relationships to drive successful business outcomes.
Create and update technical support documentation to improve internal and external knowledge.
Escalate complex technical issues to Engineering and Customer Success teams.
Lead projects to address technical or process gaps within the support organization.

Requirements

Experience managing High-Priority Accounts and multiple complex customer issues.
Strong ability to troubleshoot and prevent issues in collaboration with Engineering and Product teams.
Proficiency in using monitoring tools like Datadog to analyze and resolve issues in real-time.
Capability to solve highly technical problems related to SaaS integration ecosystems.
Location: Must be based in Sydney for a hybrid work arrangement

Nice to have

Previous B2B technical support experience at a SaaS company.
Experience with email, push, or SMS platforms.
Familiarity with APIs, DNS, HTML, CSS, and JavaScript.
Proficiency with JIRA and Zendesk.

Culture & Benefits

Competitive salary and meaningful equity.
General Allowance for private medical insurance, life insurance, and other supplementary plans.
28 days of Annual Leave plus additional Balance Days.
Superannuation and a complete laptop workstation.

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