Community Services Technical Support Specialist (SaaS)

TL;DR

Community Services Technical Support Specialist (SaaS): Providing omni-channel technical support for government-focused ERP solutions with an accent on SQL, API troubleshooting, and data management. Focus on diagnosing complex issues, creating documentation, and leveraging AI tools to enhance resolution speed and quality.

Location: Must be based in Dallas, Texas (On-site)

Compensation: $52,000–$60,000

Company

hirify.global is a leading provider of AI and ERP software solutions designed to help local and state governments operate efficiently and strengthen public trust.

What you will do

• Provide omni-channel support via phone, chat, web, and email to government customers.
• Manage a case backlog in Salesforce Service Cloud, ensuring timely updates and resolutions.
• Assess, prioritize, and troubleshoot customer-reported incidents, including API and data pipeline failures.
• Reproduce technical issues and document steps to support internal knowledge bases.
• Provide impromptu software training and technical guidance to clients.
• Utilize AI tools to increase efficiency and maintain high customer satisfaction levels.

Requirements

• Must be able to work on-site in Dallas, Texas.
• Technical aptitude for troubleshooting SQL, GIS, ETL pipelines, and API failures.
• Strong written and verbal communication skills for customer interaction.
• Ability to manage multiple priorities and adhere to specific business hour shifts.
• Availability to participate in rotating on-call support after business hours.
• Strong problem-solving skills and interest in using AI for technical support.

Culture & Benefits

• Comprehensive healthcare options for individuals and families.
• 401(k) retirement plan with company match.
• Flexible vacation policy and paid company holidays.
• Paid parental leave and wellness stipends.
• Professional development and career growth pathways.
• Collaborative office environment with weekly catered lunches.