Senior Premium Customer Support Specialist (AI)

TL;DR

Senior Premium Customer Support Specialist (AI): Providing high-touch technical support for Premium and Enterprise customers with an accent on troubleshooting complex API integrations and authentication workflows. Focus on managing escalations, coordinating with engineering teams, and improving support efficiency through better tooling and documentation.

Location: Austin, USA (Hybrid)

Company

hirify.global is a global AI product and research company focused on building secure, intelligent solutions to complex business problems.

What you will do

• Provide timely support to Premium and Enterprise customers via email, phone, chat, and virtual meetings.
• Own and drive complex support cases from intake to closure, including investigation and troubleshooting.
• Troubleshoot advanced issues involving APIs, integrations, authentication (SAML, OIDC, SCIM), and configuration.
• Act as a technical bridge between customers and Engineering during system outages and incidents.
• Collaborate with Customer Success, Sales, and Product teams to improve customer outcomes.
• Contribute to team readiness via documentation, playbooks, and onboarding.

Requirements

• Experience in a customer-facing support role within a SaaS organization.
• Solid technical skills in troubleshooting product behavior, APIs, and customer environments.
• Familiarity with REST APIs and tools such as Postman.
• Knowledge of authentication concepts: SAML, OpenID Connect, and SCIM.
• Strong written and verbal communication skills in English.
• Experience working cross-functionally with Product and Engineering teams.

Culture & Benefits

• Hybrid work schedule with flexible hours.
• Virtual Shares providing a stake in the company's growth.
• 30 days of annual leave excluding public holidays.
• International team environment with over 90 nationalities.
• Monthly "Hack Fridays" for passion projects and creativity.
• Competitive benefits package tailored to the local jurisdiction.