Technical Customer Support Specialist (SaaS)

TL;DR

Technical Customer Support Specialist (SaaS): Providing high-quality technical support and troubleshooting for a global flight-tracking platform with an accent on web and mobile app functionality. Focus on investigating bugs, analyzing logs, and collaborating with engineering teams to improve product stability.

Location: Hybrid, Must be based in Stockholm, Sweden (relocation is not offered)

Company

hirify.global is the world’s most popular flight tracking service with over 50 million monthly users.

What you will do

• Provide high-quality technical support via email and digital channels for global users.
• Troubleshoot issues related to website functionality, iOS/Android apps, user accounts, and billing.
• Investigate and reproduce reported bugs, providing clear documentation for product and engineering teams.
• Identify trends in support tickets and proactively suggest product improvements.
• Collaborate cross-functionally with engineering teams to maintain high customer satisfaction.
• Manage user feedback in app store reviews and community forums.

Requirements

• Several years of experience in customer support within SaaS, technology, or subscription-based businesses.
• Strong technical troubleshooting skills for web and mobile app ecosystems.
• Ability to analyze logs, error messages, and browser behavior.
• Fluent English (written and spoken).
• Understanding of web technologies including HTTP, browsers, and caching.
• Experience working with ticketing systems such as Freshdesk.

Nice to have

• Proficiency in Spanish, Portuguese, French, or Japanese.
• Experience managing and moderating community forums.
• A strong interest in aviation.

Culture & Benefits

• Opportunity to impact a service used by millions of people worldwide.
• Flexible and social work environment with free beverages, fruit, and snacks.
• Modern office located in downtown Stockholm.
• Diverse international team representing 30+ nationalities and 5 continents.