Enterprise Support Specialist (SaaS)

TL;DR

Enterprise Support Specialist (SaaS): Partner with Enterprise Support Manager to define and deliver exceptional support for top customers, diagnosing sophisticated issues and ensuring successful account setups with an accent on workspace configurations and high-risk escalations. Focus on acting as customer advocate, capturing product gaps, and driving improvements through data-backed insights and cross-functional collaboration.

Location: San Francisco, CA • New York, NY hubs or remote in the United States

Hourly Base Pay Range: $45.20 - $65.40 USD

Company

hirify.global’s platform empowers teams to design, prototype, iterate with AI, and collaborate in real-time from anywhere.

What you will do

• Develop deep expertise in hirify.global products to diagnose complex customer inquiries across roles from designers to admins.
• Handle daily email interactions, owning cases from triage to resolution.
• Partner with Sales to configure large-scale workspaces and resolve technical issues swiftly.
• Serve as voice of the customer, identifying gaps and advocating for features and process improvements.
• Manage high-risk escalations, coordinating with internal partners for solutions.
• Analyze trends and share insights with Product and Engineering for bug fixes and enhancements.
• Participate in pilots to optimize support delivery and scale processes.

Requirements

• 3+ years in technical SaaS support, ideally for Enterprise customers
• Experience with system administration for large user communities or complex implementations
• Ability to assess business impact of issues and drive cross-functional resolutions
• Consultative communication skills to explain complex concepts to diverse audiences

Nice to have

• Experience troubleshooting SAML/SSO and SCIM for large organizations
• Skills in Adobe XD, Sketch, Framer, or UX/UI development
• Familiarity with AI concepts like prompt refinement or generative AI

Culture & Benefits

• Competitive compensation including equity, health/dental/vision, retirement contributions
• Generous PTO, parental leave, mental health support, learning stipend, work-from-home stipend
• Company recharge days, cell phone reimbursement, annual bonus for eligible roles
• Focus on growth, diversity, equal opportunities, and accommodations for disabilities
• Require cameras on for video interviews and in-person onboarding