Product Support Specialist (SaaS)

Location: Madrid, Spain. Dedicated support for US East Coast customers requires working Monday to Friday from 3:00 p.m. to 11:00 p.m. CET. Onsite support for implementation projects may be required.

Company

hirify.global provides an agentic planning platform that combines business context, continuous planning, enterprise AI, data integration, planning models, and scenario modeling.

What you will do

• Investigate complex incidents and product-related cases affecting mission-critical customer solutions.
• Perform root cause analysis, troubleshooting, and resolution across front-end and back-end platform components.
• Communicate with customers through email, calls, and the case management platform.
• Provide investigation and fix updates to customers and internal stakeholders.
• Research and document product issues in Knowledge Base articles.
• Collaborate with Software Development, Professional Services, Pre-Sales, and Sales Consultants, including support for onsite implementation projects when required.

Requirements

• Bachelor’s or Master’s degree in Management Information Systems, Computer Science, Mathematics, or a related field.
• Previous experience in customer support using a case management platform.
• Experience with client/server operating systems and cloud solutions.
• Strong critical thinking, decision-making, problem-solving, attention to detail, and communication skills.
• Ability to learn complex systems, work with multiple stakeholders, and meet tight deadlines.
• Proficiency in English and availability for the specified US East Coast support schedule are required.

Nice to have

• Experience with SaaS and Enterprise Performance Management software.
• Knowledge of network management.
• Familiarity with SQL and ODBC data source connections.

Culture & Benefits

• Open collaboration across teams and borders.
• Growth-oriented working environment.
• Commitment to diversity, inclusion, and belonging.
• Equal opportunity employment practices.