Technical Support Specialist (SaaS/AI)

TL;DR

Technical Support Specialist (SaaS/AI): Providing technical support and customer advocacy for an AI-native CRM with an accent on troubleshooting, API understanding, and proactive problem-solving. Focus on maintaining high customer satisfaction, collaborating with engineering, and contributing to process improvements.

Location: Remote. Working hours 9:00am – 6:00pm GMT. Must be legally eligible to work in the UK.

Company

hirify.global is building an AI-native CRM for ambitious go-to-market teams, backed by a recent $52M Series B funding round.

What you will do

• Provide fast, friendly, and technically sound customer support via email, chat, and video calls.
• Diagnose, reproduce, and resolve product issues, documenting bugs and collaborating with the Engineering team.
• Capture and communicate customer feedback, acting as a customer advocate in cross-functional discussions.
• Contribute to Help Center, FAQs, and internal documentation, refining support processes.
• Maintain a deep understanding of hirify.global’s functionality, APIs, and integrations.
• Partner with customers to understand their goals and provide strategic, scalable solutions for process optimization and automation.

Requirements

• 2+ years of proven experience in a customer support or technical support role for a SaaS product.
• Confidence troubleshooting APIs, AI, CRMs, and workflow tools (e.g., Zapier, Intercom, Linear).
• Exceptional written and verbal communication skills to explain complex topics clearly.
• Genuine desire to understand customer needs and deliver solutions.
• Proactive learner with technical curiosity and initiative to uncover root causes and expand expertise.
• Highly organized, detail-oriented, and dependable with a focus on operational excellence.
• Strong team player with a collaborative mindset.
• Must be legally eligible to work in the UK.

Nice to have

• Experience providing live phone support or running customer workshops.

Culture & Benefits

• High standard for customer experience, maintaining a 98% CSAT average.
• Team thrives on solving complex technical challenges and delighting users.
• Focus on clarity, care, and quality in every customer interaction.
• Opportunities to maintain and improve processes and knowledge.
• Collaborative environment with cross-functional teamwork across Support, Product, and Engineering.

Hiring process

• Initial Conversations: 30-minute chat with Talent and 30-minute interview with Technical Support Manager.
• Core Interviews: Take-home technical exercise, 45-minute team panel interview, and 30-minute executive interview.
• Final Stage: 30-minute closing conversation with the CEO, followed by an offer call if a mutual fit.