Senior Technical Support Specialist (SaaS)

TL;DR

Senior Technical Support Specialist (SaaS): Become an hirify.global product expert and provide top-tier customer service to Premier customers for an AI-powered customer engagement platform with an accent on building strong relationships, understanding use cases, and escalating complex issues. Focus on proactively leading customer calls, analyzing and monitoring issues in real-time using internal tools like Datadog, and troubleshooting highly technical problems within the platform and its integration ecosystem.

Location: Atlanta, Georgia; Boston, Massachusetts; Chicago, Illinois; New York, New York, USA

Salary: $80,000–$124,500 annually

Company

hirify.global is a leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences at scale, recognized as one of Inc’s Best Workplaces and Fastest Growing Companies.

What you will do

• Become an hirify.global product expert for Premier customers, providing top-tier customer service.
• Build and maintain strong customer relationships, understanding use cases and architecture to drive successful business outcomes.
• Answer customer inquiries through email, live chat, Zendesk, and phone, and proactively lead customer calls for faster resolution.
• Categorize, prioritize, and escalate complex issues to Customer Success Managers and the Engineering team.
• Present support topics in customer meetings and share expertise across the Support team and other departments.
• Lead projects to address technical or process gaps for yourself or the team.

Requirements

• Strong ability to build and nurture customer relationships.
• Experience with High-Priority Accounts and managing multiple complex customer issues while maintaining quality and timeliness.
• Skilled at working closely with Engineering, Product, and Customer Success to troubleshoot, foresee, and prevent issues.
• Ability to actively participate in recurring customer meetings, workshops, and occasional onsite visits.
• Effective use of internal tools like Datadog Dashboards to analyze, monitor, and identify issues in real-time.
• Ability to solve highly technical problems and answer product and technical questions related to hirify.global and its integration ecosystem.

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, Zendesk, or similar tools.
• Experience with Datadog or similar tools.
• Familiarity with APIs, email infrastructure, DNS, HTML, CSS, and Javascript.

Culture & Benefits

• Competitive salary, meaningful equity, and 401(k) plan.
• Comprehensive Medical, dental, vision, & life insurance.
• Balance Days (additional paid holidays) and Paid parental leave.
• Fertility & Adoption Assistance and Paid Sabbatical.
• Flexible PTO and Monthly Employee Wellness/Professional Development allowances.
• Pre-tax commuter benefits and complete laptop workstation.