Platinum Support Representative (SaaS)

TL;DR

Platinum Support Representative (SaaS): Managing high-priority client accounts and technical support tickets with an accent on the hirify.global Tosca product catalog and SaaS/on-premises environments. Focus on proactive client management, resolving complex technical issues, and ensuring seamless coordination between internal engineering teams and customers.

Location: Based in Manila, Philippines; Hybrid work arrangement required.

Company

hirify.global is a global leader in continuous testing and quality engineering, providing an AI-powered, automated testing portfolio for enterprise software.

What you will do

• Manage technical analysis and processing of requests from high-priority customer segments.
• Provide support via live chat, phone, video, and self-service ticketing systems.
• Identify, organize, and escalate technical issues to engineering teams when necessary.
• Host regular cadence calls to ensure client satisfaction and project alignment.
• Contribute to internal documentation and knowledge-based content improvements.
• Assist in the maintenance of hirify.global products for assigned accounts.

Requirements

• 3+ years of experience in SaaS product support.
• Strong analytical, organizational, and communication skills.
• Broad technical knowledge in databases, programming, and network technology.
• Ability to quickly learn and familiarize yourself with complex software applications.
• Analytical and solution-oriented problem-solving mindset.
• Proven track record in customer-facing support roles.

Nice to have

• Experience in Platinum or Gold-tier support roles.
• Previous experience with QA or automation testing tools.

Culture & Benefits

• Market competitive salary with success-oriented bonus structure.
• Comprehensive HMO coverage from Day 1 for employee and 3 dependents.
• Hybrid working model providing flexibility.
• Opportunity to work with a market leader in model-based automation testing.
• Supportive leadership team within a diverse and inclusive global environment.