Enterprise Technical Support Specialist (SaaS)

TL;DR

Enterprise Technical Support Specialist (SaaS): Resolving complex technical issues for high-value enterprise customers with an accent on API troubleshooting and AI tool adoption. Focus on bridging the gap between customers and engineering through detailed bug reporting, codebase triage, and process scaling.

Location: Hybrid in New York, NY (Anchor Days: Mondays, Tuesdays, and Thursdays)

Salary: $130,000 - $147,000 per year

Company

hirify.global provides a connected workspace for teams to seamlessly connect docs, notes, projects, calendar, and email with integrated AI.

What you will do

• Provide white-glove support to the largest enterprise customers to resolve the most challenging technical interactions.
• Lead troubleshooting of advanced issues across the platform and embedded partner applications, focusing on unlocking AI usage.
• Act as a bridge to engineering by reproducing issues, performing initial codebase triage, and filing detailed bug reports.
• Develop and scale internal support processes to improve efficiency in handling high-priority cases.
• Collaborate on internal knowledge bases and customer-facing documentation to improve self-service options.
• Participate in an on-call rotation to assist customers outside of normal working hours.

Requirements

• 5+ years of experience in technical support or technical account management.
• Must be based in New York, NY to comply with in-office anchor day requirements.
• Strong understanding of REST APIs and experience advising customers on AI tool adoption.
• Proficiency in troubleshooting desktop applications on Microsoft Windows and macOS.
• Knowledge of Single Sign-On (SSO) including OAuth, SAML, and SCIM.
• Ability to analyze server and client application logs to identify the root cause of errors.

Nice to have

• Knowledge of Linux, NoSQL, MySQL, and similar open-source technologies.
• Experience with scripting languages such as Python, Java, JavaScript, or TypeScript.
• Deep existing knowledge of the hirify.global platform.

Culture & Benefits

• Competitive cash compensation, equity, and comprehensive benefits.
• Hybrid work model emphasizing in-person collaboration on designated anchor days.
• Inclusive culture that values diversity and builders at heart.
• Environment focused on making software toolmaking ubiquitous.