Product Expert

TL;DR

Product Expert (Customer Support): Provide expert-level technical support and problem resolution for hirify.global and Fresh Relevance platforms, focusing on complex integrations, APIs, and advanced personalization features. With an accent on troubleshooting CRM/ecommerce integrations, campaign workflows, and AI features. Focus on delivering empathetic, technically accurate support and mentoring junior colleagues.

Location: Remote, open to global candidates

Company

hirify.global is a global SaaS company providing a customer experience and data platform that empowers marketing teams with AI-driven personalized cross-channel journeys.

What you will do

• Become a subject matter expert on advanced hirify.global and Fresh Relevance platform functionalities and integrations.
• Investigate and resolve complex issues related to CRM/ecommerce integrations, APIs, web tracking, and campaign management.
• Provide empathetic and technically accurate support via live chat, email, and phone.
• Mentor Tier 1 and Tier 2 colleagues and contribute to internal documentation.
• Collaborate with product and engineering teams to advocate for customer needs and improve processes.

Requirements

• Must have 4–6 years of experience in technical support, implementation, or solutions engineering in SaaS, MarTech, or ecommerce.
• Strong knowledge of browser technologies, APIs, and templating languages (Liquid, Handlebars, etc.).
• Proven ability to manage complex investigations and communicate effectively with technical and non-technical audiences.
• English proficiency at least B2 level.
• Experience troubleshooting integrations with platforms like Shopify, Magento, Salesforce, and BigCommerce.

Nice to have

• Experience with Python, advanced scripting, or data layer interpretation.

Culture & Benefits

• Parental leave, medical benefits, and paid sick leave.
• Annual Udemy training allowance and wellbeing rewards.
• Supportive team environment with focus on growth and learning.

Hiring process

• 15-minute screening call with Talent team.
• Two virtual interviews with Manager and Director of Global Support.
• Final interview with Director of Global Support and People Team.