Technical Support Specialist (AI, SaaS)

TL;DR

Technical Support Specialist (AI, SaaS): Provide technical support for an AI-native CRM with an accent on troubleshooting product issues, APIs, and workflow tools. Focus on ensuring customer success, communicating feedback to product/engineering, and continuously improving support processes.

Location: Remote in Portugal. Must be legally eligible to work in Portugal.

Company

hirify.global is building the first AI-native CRM, designed for ambitious go-to-market teams, and recently raised a $52M Series B led by GV (Google Ventures).

What you will do

• Provide fast, friendly, and technically sound customer support via email, chat, and video calls, maintaining high CSAT and meeting SLAs.
• Diagnose, reproduce, and resolve product issues, documenting bugs and collaborating with the Engineering team for timely resolutions.
• Capture and communicate customer feedback, identify recurring pain points, and represent the “voice of the customer” to Product and Engineering teams.
• Contribute to the Help Center, FAQs, and internal documentation, refining support processes to enhance the customer experience.
• Build and maintain a deep understanding of hirify.global’s functionality, APIs, and integrations, staying ahead of upcoming releases and new features.
• Partner with customers to understand their goals and workflows, providing strategic solutions to optimize processes and automate intelligently.

Requirements

• 2+ years of proven experience in a customer support or technical support role for a SaaS product, ideally within a start-up.
• Confident troubleshooting APIs, AI, CRMs, and workflow tools (e.g., Zapier, Intercom, Linear).
• Exceptional written and verbal communication skills, able to explain complex topics with clarity.
• A genuine desire to understand customer needs and deliver solutions that exceed expectations.
• Proactive learner who dives deep to uncover root causes and continuously expands technical expertise.
• Highly organized, detail-oriented, and dependable with a focus on operational excellence and follow-through.
• A strong team player who enjoys working cross-functionally and contributing to a supportive culture.

Nice to have

• Experience providing live phone support or running customer workshops.

Culture & Benefits

• Work full-time, Monday - Friday, 9:00am – 6:00pm GMT.
• The Support team maintains an exceptional 98% CSAT average.
• Work in an environment that values solving complex technical challenges and delighting users.
• Collaborate with colleagues across Support, Product, and Engineering.
• Culture promotes ownership, quick learning, curiosity, and delivering brilliant outcomes.

Hiring process

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