Technical Product Support Specialist II (SaaS)

Location: Remote in the United States or onsite at the Colorado HQ in Broomfield, Colorado

Salary: $18–$28 per hour

Company

hirify.global develops enterprise and SaaS technology for EMS, hospitals, and medical billing organizations, supporting improved outcomes for patients with critical cardiopulmonary conditions.

What you will do

• Handle advanced troubleshooting for ZOLL enterprise products across databases, operating systems, networking, and other technical components.
• Resolve complex customer issues independently and coordinate escalations with Software Support, Implementation, Product/R&D, SRE, IT Hosting, and Sales.
• Manage cross-product incidents and high-priority cases while maintaining response targets and service-level agreements.
• Document cases using the ZOLL Diagnostic Method in Salesforce and route handoffs through Atlassian Jira Service Desk.
• Create and maintain knowledge-base articles in Salesforce and Confluence, sharing solutions and linking relevant documentation.
• Analyze customer cases for technical trends and propose preventative initiatives that reduce recurring issues.

Requirements

• 2–4 years of experience in technical product support or customer support, preferably with enterprise or SaaS healthcare software.
• Strong working knowledge of SQL Server, networking, VMware, operating systems, and enterprise software components.
• Ability to identify root causes, deliver sustainable solutions, and document findings using the ZOLL Diagnostic Method.
• Exceptional communication, documentation, analytical problem-solving, and customer service skills.
• High school diploma required; a bachelor’s degree or equivalent professional experience is preferred.
• Ability to work remotely in the United States or from the Colorado headquarters.

Culture & Benefits

• Remote flexibility or the option to work from the Colorado HQ.
• Collaborative, mission-driven environment focused on saving lives and improving clinical outcomes.
• Growth, mentorship, and career development opportunities.
• Competitive compensation and benefits.
• Work with a company operating in more than 140 countries and supporting underserved patients with critical cardiopulmonary conditions.