Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing technical assistance to customers and team members using the hirify.global platform with an accent on managing user relationships and maintaining support ticketing queue. Focus on troubleshooting, resolving issues, and facilitating communication between customers and engineering teams.

Location: US: Boston, MA Office

Company

hirify.global is looking for a Technical Support Specialist to join their team.

What you will do

• Act as a primary point-of-contact for users of the hirify.global platform through the Support Desk (Zendesk).
• Develop and maintain product expertise on the hirify.global platform’s capabilities.
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions.
• Facilitate conversations between customers and the engineering teams to ensure a consistent service experience.
• Contribute to writing and updating product documentation within the hirify.global Knowledge Base.

Requirements

• 1-2 year’s experience working in a customer service or IT position, preferably supporting a SaaS product.
• Customer-centric mindset who goes above-and-beyond to address and advocate for the customer’s needs.
• Tech-savvy, capable of quickly picking up and mastering web-based technologies.
• Strong analytical skills, detail-oriented with a passion for troubleshooting and investigation.
• Excellent written and verbal communication skills.
• Experience working with the following platforms: MS Office, Zendesk, JIRA.

Nice to have

• Degree or equivalent education in relevant fields such as computer science or IT preferred.
• Experience with web-based technologies (ex. APIs, SDKs) a plus.
• Proficiency with Microsoft Excel for organizing, analyzing, and presenting data.
• Exposure to MySQL or other databases for basic querying and data exploration.
• Interest in using AI tools and prompt-based research to accelerate learning and analysis.