Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Managing post-sale technical relationships with customers, acting as the initial point of contact for inbound technical inquiries, and troubleshooting complex support issues related to the platform with an accent on prioritizing, troubleshooting, and developing response plans. Focus on collaborating with teammates and other departments to ensure customers can swiftly and effectively overcome any technical challenges they face.

Location: London

Company

hirify.global is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.

What you will do

• Manage post-sale technical relationships with customers.
• Act as the initial point of contact for inbound technical inquiries.
• Take ownership of, prioritize, troubleshoot, and develop response plans for complex support issues related to the platform.
• Collaborate with Global Technical Support teammates and other departments.
• Contribute actively to the knowledge database.

Requirements

• 2-3 years of experience supporting technical products, particularly in Software as a Service (SaaS) or mobile applications.
• A degree from an accredited college or university, a certification from a technical boot camp, or equivalent technical experience.
• Proficiency in utilizing case management tools such as Salesforce, Zendesk, or similar CRM ticketing systems.
• Hands-on experience with HTML, CSS, APIs, and SQL.
• Excelling in written and verbal communication, with strong follow-up skills.
• Effective adaptation to fast-paced, high-volume environments with shifting priorities.

Nice to have

• Experience with tools such as Postman, Snowflake, and/or Kibana.

Culture & Benefits

• Competitive compensation that may include equity.
• Flexible paid time off.
• Comprehensive benefit plans covering medical, dental, vision, life, and disability.
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend.
• Collaborative, transparent, and fun culture recognized as a Great Place to Work®.