Technical Customer Support Specialist (SaaS)

TL;DR

Technical Customer Support Specialist (SaaS): Providing expert support for cloud-based spend management solutions with an accent on diagnosing complex technical problems and improving support processes. Focus on resolving functional issues, collaborating with L2/L3 teams, and automating support tasks.

Location: Must be based in the USA (Remote Only)

Salary: $70,000 – $75,000 USD

Company

hirify.global is a global leader in cloud-based spend management solutions that utilize AI to simplify accounts payable and financial processes.

What you will do

• Act as the primary point of contact for customers, coordinating with L2 and L3 support teams.
• Take ownership of and diagnose complex technical or functional problems.
• Propose improvements to the backend, support processes, and diagnostic tools, including task automation.
• Write and validate expert knowledge articles and submit product enhancement requests.
• Manage multiple urgent tasks with effective prioritization and time management.

Requirements

• Technical degree or equivalent experience, preferably in Information Technology.
• Confirmed experience working within a SaaS company, software integrator, or CRM/Call center.
• Fluent English is mandatory.
• Proficiency in Excel, specifically advanced features like pivot tables.
• Experience with API management and data import/export processing.
• Strong analytical skills and the ability to remain calm in stressful situations.

Culture & Benefits

• Comprehensive health package including medical, dental, and vision coverage.
• Paid time off and retirement benefit plans.
• Collaborative, meritocratic work culture with supportive leadership.
• Eligibility for variable compensation such as performance bonuses.
• Opportunities for continuous career and professional development.