Technical Escalations & Support Specialist (SaaS)

TL;DR

Technical Escalations & Support Specialist (SaaS): Resolving complex technical issues and acting as a bridge between support, product, and success teams with an accent on system analysis, API troubleshooting, and customer advocacy. Focus on identifying root causes for product reliability and maintaining high-quality technical resolutions in a fast-paced environment.

Location: Must be based in or able to commute to the Dublin hub (Hybrid: min. 2 days/week in office)

Salary: €40,800 – €55,400 EUR

Company

hirify.global is a global leader in legal AI technology, dedicated to transforming the legal experience through innovative software solutions.

What you will do

• Act as the point of contact for technical escalations via phone, chat, and email.
• Troubleshoot system behavior and API issues within the SaaS environment.
• Bridge the gap between customer support and product/developer teams during critical issues.
• Document technical procedures and contribute to the internal knowledge base.
• Collaborate with product managers and developers to advocate for customer needs.
• Participate in team projects aimed at improving support processes and delivery.

Requirements

• Must be able to work from the Dublin hub at least twice per week.
• Foundational understanding of backend monitoring and diagnostic concepts.
• Basic familiarity with API concepts and web application fundamentals.
• Experience troubleshooting Microsoft products, including M365 Admin.
• Strong communication skills for cross-functional collaboration.
• Enthusiasm for technical troubleshooting in a SaaS environment.

Nice to have

• Personal projects showcasing coding or technical troubleshooting.
• Experience documenting technical knowledge base articles.
• Basic knowledge of programming languages such as Python or Ruby.

Culture & Benefits

• Competitive salary with top-tier health and dental coverage.
• Hybrid work environment with flexible scheduling options.
• Flexible time-off policy and pension contribution.
• hirify.globalversary recognition program for long-term employees.
• Inclusive, high-performing culture focused on professional growth.