Enterprise Technical Support Specialist (Customer Experience)

TL;DR

Enterprise Technical Support Specialist (Customer Experience): Provide end-to-end technical support for enterprise customers, troubleshooting complex issues and driving durable resolutions with an accent on cross-team collaboration and operational metrics. Focus on leading multi-phase workstreams, incident response, and improving support scalability and reliability.

Location: Seoul, South Korea with a hybrid work format requiring in-office presence on designated days.

Company

hirify.global builds integrated productivity tools with AI to help teams streamline work and collaboration, serving millions of users including large organizations like Toyota, Figma, and OpenAI.

What you will do

• Own high-impact technical issues from intake to resolution for enterprise customers, prioritizing durable fixes.
• Build strong relationships with customers through clear communication and expectation management.
• Perform advanced troubleshooting including logs analysis and technical triage across hirify.global and integrations.
• Lead cross-functional alignment and incident response activities, including post-incident reviews and process improvements.
• Define and track operational metrics to improve support reliability and resolution quality.
• Create and maintain internal knowledge bases and user-facing content to scale support.

Requirements

• Location: Must be based in Seoul, South Korea with hybrid work schedule including mandatory office days.
• 8+ years of experience in technical support or similar roles.
• Native-level Korean speaker with business-level English proficiency.
• Strong knowledge of REST APIs, SSO protocols (OAuth, SAML, SCIM), and troubleshooting desktop applications on Windows and macOS.
• Excellent analytical, debugging, communication, and stakeholder management skills.
• Proven ability to lead cross-team initiatives and manage multi-phase projects.

Nice to have

• Knowledge of Linux, NoSQL, MySQL, and scripting languages like Python, Java, JavaScript, or TypeScript.
• Experience building support operations processes and driving product improvements.
• Fluency in Japanese or Mandarin.

Culture & Benefits

• In-person collaboration culture with designated Anchor Days in office.
• Equal opportunity employer committed to diversity and inclusion.
• Supportive environment for adopting AI tools to improve work efficiency.