Senior Technical Support Specialist (SaaS)

TL;DR

Senior Technical Support Specialist (SaaS): Managing support requests and acting as a technical bridge between customers, Success Architects, and engineering with an accent on debugging product-related issues and integrating customer feedback. Focus on diagnosing complex API errors, leveraging Salesforce CRM expertise, and ensuring system reliability during incidents.

Location: Must be located in PST or MST timezones

Company

hirify.global (acquired by Salesforce) is a leader in AI CRM and sales/marketing technology, focusing on driving customer success through the agentic era of AI.

What you will do

• Manage the support queue via live chat, email, and video calls to resolve product-related issues in a timely manner.
• Serve as the primary technical resource for the Success Architect team during high-level customer calls.
• Collaborate with engineering to diagnose, debug, and triage bugs and operations-related problems.
• Partner with the product team to convert customer feedback into actionable insights for the product roadmap.
• Develop and improve technical documentation, processes, and the internal knowledge base.
• Participate in the incident response team to provide critical communication during system outages.

Requirements

• Located in PST or MST timezones.
• 3+ years of experience providing technical support within a B2B SaaS company.
• Bachelor's degree.
• Extensive knowledge of Salesforce CRM.
• Working knowledge of Javascript, API errors, and web technologies (website architecture, custom forms, UTM parameters).
• Experience with marketing automation systems such as Marketo, Pardot, Hubspot, or Eloqua.

Culture & Benefits

• Opportunity to work at Salesforce, the world's #1 AI CRM.
• Environment focused on innovation, workforce transformation, and AI-driven impact.
• Comprehensive benefits and resources designed to support professional growth and work-life balance.
• Inclusive workplace culture committed to equality and non-discrimination.