Senior Premium Support Specialist

TL;DR

Senior Premium Support Specialist (SaaS): Deliver high-touch support to Premium and Enterprise customers, troubleshooting complex issues in APIs, integrations, authentication, and configurations with an accent on escalation management, incident response, and cross-team collaboration. Focus on owning cases end-to-end, providing workarounds, and improving support processes and tooling.

Location: Hybrid in London (office twice a week), aligned with team time zones

Company

hirify.global is a global AI product company building secure language AI for translation, writing, and voice, trusted by over 200,000 business customers across 228 markets.

What you will do

• Provide timely support via email, phone, chat, and meetings to Premium and Enterprise customers.
• Own support cases end-to-end, including investigation, troubleshooting, escalation, and closure.
• Troubleshoot advanced issues in product behavior, workflows, APIs, integrations, authentication, and configurations.
• Act as point of contact during outages, translating technical updates into customer communications.
• Collaborate with Support, Success, Sales, Product, and Engineering teams for resolutions.
• Contribute to documentation, knowledge sharing, processes, and on-call rotations.

Requirements

• Strong English written and verbal communication skills; additional languages a plus.
• Experience in customer-facing support for SaaS Premium/Enterprise customers globally.
• Solid technical troubleshooting in product, workflows, APIs, integrations, authentication (SAML, OpenID Connect, SCIM).
• Familiarity with REST APIs and tools like Postman.
• Confidence in handling escalations, incidents, and cross-functional coordination.
• Proactive mindset with structured approach and ownership.

Culture & Benefits

• Diverse global team of 1,000+ from 90+ nationalities across UK, Germany, Netherlands, Poland, US, Japan.
• Hybrid schedule with office twice weekly, flexible hours, and time zone alignment.
• Virtual Shares for ownership, 30 days annual leave, mental health resources.
• Open communication, regular feedback, monthly Hack Fridays for passion projects.
• Regular in-person team events, local and company-wide.
• Competitive, location-tailored benefits package.