Senior Product Support Specialist

TL;DR

Senior Product Support Specialist (SaaS/AI): Providing expert-level technical support and troubleshooting for an AI-powered marketing platform with an accent on complex issue resolution and client satisfaction. Focus on managing escalated support cases, collaborating with engineering to drive product improvements, and mentoring junior staff.

Location: Must be based in or able to work in the Toronto or Vancouver areas (currently remote, transitioning to a 50/50 hybrid model upon office establishment).

Salary: $60,000–$82,000 CAD base plus bonuses.

Company

hirify.global is an AI-powered marketing platform designed to help multi-location enterprises achieve local search and visibility at scale.

What you will do

• Provide advanced technical support and troubleshoot complex platform issues for clients.
• Act as the primary contact for escalated support cases to ensure effective resolution.
• Collaborate with product and engineering teams to diagnose issues and provide feedback for product improvements.
• Create and maintain documentation for support cases, resolutions, and best practices.
• Conduct training sessions and workshops to guide clients on platform use and best practices.
• Mentor junior support specialists and analyze support metrics to enhance team performance.

Requirements

• Must have 5+ years of experience in product or technical support within a SaaS environment.
• Proficiency in working with APIs and SQL.
• Strong technical troubleshooting and analytical problem-solving skills.
• Experience with support ticketing systems and CRM tools.
• Proven ability to communicate technical information to both technical and non-technical stakeholders.
• Bachelor’s degree in IT, Computer Science, Business, or equivalent professional experience.

Culture & Benefits

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with employer matching.
• Flexible paid time off and quarterly wellness days.
• Collaborative, dynamic, and agile work environment.
• Focus on professional development and continuous learning.