Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Investigating and resolving complex technical incidents for an Intelligent Planning Platform with an accent on root cause analysis and cross-functional collaboration. Focus on troubleshooting front-end/back-end components and maintaining technical documentation for enterprise customers.

Location: Hybrid in Madrid, Spain (3 days office, 2 days home)

Company

hirify.global provides an Intelligent Planning Platform that helps enterprises plan smarter and lead transformation.

What you will do

• Investigate and troubleshoot complex technical incidents involving both front-end and back-end components.
• Perform root cause analysis and troubleshooting for product-related cases.
• Communicate daily with customers and stakeholders via email, calls, and ticketing platforms.
• Research and document technical issues as Knowledge Base articles.
• Support implementation projects onsite when required.
• Collaborate with Software Development, Professional Services, and Sales teams to resolve high-complexity deployment issues.

Requirements

• Bachelor's or Master's degree in MIS, Computer Science, Mathematics, or a relevant field.
• Proven experience in a customer support role using case management platforms.
• Experience with Client/Server Operating Systems and Cloud solutions.
• Must be based in or able to work in Madrid, Spain to adhere to the hybrid schedule.
• Proficiency in English.

Nice to have

• Previous experience with SaaS and Enterprise Performance Management (EPM) software.
• Knowledge of Network Management.
• Familiarity with SQL and ODBC data source connections.

Culture & Benefits

• Flexible hybrid working schedule (3 days office, 2 days remote).
• Inclusive environment that values diversity and belonging.
• Collaborative culture centered on innovation and a growth mindset.
• Opportunities to develop deep platform expertise as a technical ambassador.