Tech Support Specialist (SaaS)

TL;DR

Tech Support Specialist (SaaS): Providing technical assistance to customers and internal users for a SaaS platform with an accent on L1/L2 troubleshooting and ticket resolution. Focus on diagnosing software issues, managing system access, and collaborating with engineering teams to improve product stability.

Location: Remote (Must align with U.S. client business hours)

Company

hirify.global is a recruiting and staffing firm providing technical talent for global clients.

What you will do

• Resolve L1/L2 technical issues, including connectivity and app errors, using platforms like Zendesk, Jira, or ServiceNow.
• Provide clear, step-by-step technical guidance to customers in non-technical language.
• Escalate complex cases to Tier 2/3 support, DevOps, or engineering teams with detailed troubleshooting logs.
• Manage account provisioning, access permissions, and system resets for internal and external users.
• Proactively identify system issues and report trends using monitoring tools such as Datadog, Splunk, or New Relic.
• Collaborate with product and QA teams to provide feedback on bugs and feature requests based on customer insights.

Requirements

• 1–2 years of experience in technical support, IT helpdesk, or customer-facing troubleshooting.
• Hands-on experience with ticketing systems (Zendesk, Jira, ServiceNow).
• Familiarity with SaaS applications, networking basics, and OS (Windows, macOS, Linux).
• Strong written and verbal English skills.
• Ability to work U.S. client business hours, including flexibility for shifts or on-call rotation.

Nice to have

• CompTIA A+, Network+, or equivalent industry certifications.
• Experience supporting APIs, integrations, or enterprise SaaS platforms.
• Exposure to monitoring and observability tools (Datadog, Splunk, New Relic).

Culture & Benefits

• Full-time remote work arrangement.
• Opportunity to work with high-growth U.S.-based clients.
• Professional environment focused on clear KPIs and customer satisfaction (CSAT).

Hiring process

• Initial phone screen followed by a video interview with a hirify.global recruiter.
• Practical task involving the resolution of simulated support tickets.
• Final interview with the client's support or engineering leadership.