Support Agent

TL;DR

Support Agent: Providing customer support for multimedia creators using hirify.global, with an accent on troubleshooting technical issues and guiding users through product workflows. Focus on capturing user feedback, contributing to team knowledge, and assisting with internal documentation to keep support materials up to date.

Location: San Francisco, CA | Remote

Salary: $62,000–$95,000

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hirify.global is building a simple, intuitive, fully-powered editing tool for video and audio — an editing tool built for the age of AI.

What you will do

• Deliver fast, friendly, and accurate support to hirify.global users through live chat, email, and occasional video conferencing.
• Guide users through product workflows, explain feature behavior, and help troubleshoot technical issues.
• Capture and record accurate and detailed information using CRM tools.
• Contribute to team knowledge by flagging trends, bugs, and documentation gaps.
• Assist with verifying internal documentation, macros, and chatbot behavior to keep support materials up to date.

Requirements

• Able to commit to a working schedule of 8a–5p PT, Tuesday–Saturday (hours/days subject to change).
• 1–2+ years of experience in customer support, technical support, or a related role on a rapidly evolving software product.
• Demonstrated comfort reading and working with REST APIs — you can read API reference docs, interpret JSON responses, and identify malformed requests.
• Hands-on experience using multimedia editing software (Final Cut Pro, Logic Pro, Premiere, Audition, Pro Tools, or similar).
• Familiarity with Zendesk or comparable CRM platforms.
• Must have an appropriate remote work environment (stable, high-speed broadband internet connection) with the ability to initiate and receive screen share meetings with team members and customers.

Culture & Benefits

• Generous healthcare package and 401k matching program.
• Catered lunches and flexible vacation time.
• Opportunities throughout the year for in-person collaboration.
• Flexible hybrid roles with valuable moments of discovery and collaboration in person.
• Equal opportunity workplace dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.