Product Technical Support (SaaS)

TL;DR

Product Technical Support (SaaS): First point of contact for midmarket customers and suppliers providing technical assistance via multi-channel support with an accent on troubleshooting and regulatory compliance. Focus on identifying root causes using SQL and AI-driven insights and ensuring high-quality case management.

Location: Hybrid (Malaysia). Remote-first model, but employees within 50km of the Penang office are expected to work onsite at least one day a week.

Company

hirify.global is a Certified B Corporation providing leading supply chain sustainability solutions for top-tier manufacturers.

What you will do

• Manage support cases from initial contact to resolution via calls, emails, live chat, and screen-share sessions.
• Utilize troubleshooting tools, basic SQL queries, and AI-driven insights to identify root causes of issues.
• Document all interactions and resolutions thoroughly and create knowledge base articles.
• Collaborate with Tier 2 teams in swarm sessions to resolve complex product defects or high-impact cases.
• Adhere to strict performance metrics, including first response times and quality ratings.
• Work various shifts, including evenings and weekends, to support a global 24/7 operation.

Requirements

• 1-3 years of experience in a software or technical support role.
• Must be based in Malaysia.
• Excellent verbal and written English communication skills.
• Relevant Bachelor's degree or equivalent experience in Technical Support.
• Basic understanding of SQL for querying databases to retrieve support-related information.
• Proficiency in ticket management systems and productivity tools like MS Office and Google Applications.

Culture & Benefits

• Remote-first work model with flexibility and autonomy.
• Comprehensive benefits packages and retirement savings options.
• Competitive base salary and a corporate bonus program.
• Professional development days provided from the start date.
• Inclusive environment supported by Diversity and Inclusion Working Groups and ERGs.