Customer Support Specialist (SaaS)

TL;DR

Customer Support Specialist (SaaS): Providing front-line product support to users, troubleshooting software issues, and ensuring customer satisfaction by resolving technical problems efficiently with an accent on deep technical analysis across multiple systems, including database queries, user session replays, and network-level logs. Focus on tracing data from source systems through integrations into hirify.global’s platform, analyzing transaction flows, and diagnosing issues related to third-party integrations.

Location: US-based

Company

hirify.global is the first complete platform for modern accounting firms and one of the fastest-growing scale-up SaaS companies in the world.

What you will do

• Provide expert technical support to customers via support ticket, live chat, and phone.
• Assist in the setup, configuration, and optimization of software for new and existing customers.
• Collaborate with development and product teams to identify, report, and resolve software bugs or feature requests.
• Offer training and guidance to customers on best practices for using the software via email, chat, and virtual meetings.
• Manage and prioritize support tickets, ensuring timely and accurate resolutions.
• Contribute to the development of support documentation, FAQs, and knowledge base articles.

Requirements

• 1-2 years of experience in a technical support, customer support, or technical-adjacent role or completion of a technical bootcamp or equivalent training.
• Excellent problem-solving skills with a proactive approach to troubleshooting.
• Strong communication skills, both written and verbal, with the ability to explain complex technical concepts to non-technical users.
• Ability to adapt quickly and manage multiple tasks in a fast-paced, evolving environment.
• Experience with structured query language (SQL).
• Strong process-oriented mindset with a focus on continuous improvement and operational efficiency.
• Appreciation for data integrity, with a commitment to maintaining clean, accurate, and well-documented records by following established processes.

Nice to have

• Familiarity with SaaS platforms and cloud-based software solutions.
• Experience with customer relationship management (CRM) systems including Zendesk and JIRA.
• Strong understanding of accounting principles and experience with accounting or accounts receivable software.

Culture & Benefits

• Receive a $1,000 adventure travel stipend on your work anniversary each year.
• Enjoy a remote, work-from-anywhere culture.
• Flexible PTO.
• World-class health benefits including health, vision, dental, HSA/FSA, and mental health support.
• Stock options.
• 401(k) matching.