Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing Level 1 and 2 technical support for a B2B physical security management platform with an accent on troubleshooting APIs and integrations. Focus on building support processes, creating enablement documentation, and improving the customer feedback loop.

Location: Remote (US), specifically Austin, TX / Phoenix, AZ

Company

SiteOwl (part of hirify.global Group) is a B2B SaaS platform used by physical security integrators to manage the entire lifecycle of security systems through digital floor plans and asset tracking.

What you will do

• Provide Level 1 and Level 2 technical support via Zendesk, troubleshooting software issues and configuration challenges.
• Support customers with integrations and APIs, including light debugging and technical investigation.
• Create, maintain, and improve support documentation, help articles, and in-app training content.
• Escalate product issues to Engineering and Product teams while acting as a customer advocate.
• Build and refine support processes, workflows, and SLAs as the organization scales.
• Collaborate with the VP of Customer Success on support training strategy and operational maturity.

Requirements

• 3+ years of experience in technical support at a software or SaaS company.
• Proven experience handling Level 1 and Level 2 support tickets.
• Light coding skills in JavaScript, Python, or SQL for troubleshooting APIs and integrations.
• Strong written and verbal communication skills with a customer-first attitude.
• Ability to document technical processes and explain complex concepts clearly.
• Must be based in the United States.

Nice to have

• Hands-on experience with Zendesk.
• Experience with UserPilot or similar in-app guidance and adoption tools.
• Familiarity with AI-powered support tools, chatbots, or automation.
• Experience owning or contributing to a technical knowledge base.

Culture & Benefits

• Direct influence on building and scaling support operations and strategy.
• Close partnership with Product and Customer Success leadership.
• Competitive compensation package including bonus and 401(k) plan.
• Education assistance and company car.
• Dynamic global environment with opportunities for international growth.