Technical Support Specialist (Customer)

TL;DR

Technical Support Specialist (Customer): Provide critical technical support and integration troubleshooting for B2B SaaS customers, focusing on diagnosing complex issues like SSO failures and API errors. Focus on bridging communication between users and engineering, reproducing bugs, and driving product improvements based on customer feedback.

Location: Hybrid in London, United Kingdom

Company

hirify.global is a fast-growing UK startup transforming technology spend management with AI-driven procurement solutions, trusted by Finance and Procurement leaders worldwide.

What you will do

• Act as the first responder for complex technical issues such as SSO (SAML) failures and API handshake problems using DevTools.
• Reproduce bugs, document environments, and create detailed Jira tickets to facilitate engineering resolutions.
• Translate technical errors into clear explanations for CFOs and Procurement Leads.
• Manage communication across multiple channels including Zoom calls, live chats, and emails.
• Identify recurring customer issues and advocate for product improvements.

Requirements

• Must have 2+ years B2B SaaS experience in a high-velocity environment.
• Hands-on experience with APIs, SQL, and SSO/Identity Management frameworks.
• Strong problem-solving skills with a persistent approach to root cause analysis.
• Excellent verbal and written communication skills with ability to de-escalate and provide human-centered support.
• Ability to thrive in a fast-evolving startup environment with weekly product updates.
• Legal right to work in the United Kingdom.

Culture & Benefits

• Work in a fast-growing, innovative startup changing SaaS procurement.
• Collaborate with passionate and talented teams valuing your expertise.
• Culture promoting growth mindset, transparency, collaboration, and diversity.
• Equity options to share in company success.