Senior Technical Support Advocate (SaaS)

TL;DR

Senior Technical Support Advocate (SaaS): Providing high-volume technical troubleshooting and product guidance for SaaS applications with an accent on diagnosing complex user issues and improving support processes. Focus on partnering with engineers to resolve technical bugs and maintaining high customer satisfaction metrics.

Location: Remote, Ontario, Canada

Salary: CAD 3,358.33 - 4,200.00

Company

hirify.global is a global B-Corp dedicated to delivering world-class client experiences while creating access to dignified and meaningful work in communities around the world.

What you will do

• Act as a product expert, providing hands-on technical troubleshooting and best practice guidance in a high-volume environment.
• Diagnose and resolve user issues via phone, email, and chat in accordance with agreed SLAs.
• Partner with engineers and internal stakeholders to investigate and resolve technical issues, both individually and at scale.
• Analyze support processes and provide suggestions to increase efficiency and drive down contact rates.
• Perform problem tracking and investigation to ensure issues are properly prioritized, documented, and resolved.
• Share customer insights and feedback with cross-functional teams to drive continuous service improvement.

Requirements

• 2+ years of experience with high-volume product support, preferably in a second tier or escalated support team.
• Proven experience supporting SaaS products and general knowledge of how web-based and mobile applications function.
• Proficiency in CRM software, customer service platforms, and cloud-based applications (Google Workspace, MS Office).
• Must be based in Ontario, Canada.
• Strong written communication skills with deep attention to detail and user empathy.
• Ability to manage multiple priorities in a fast-paced, reactive environment.

Culture & Benefits

• B-Corp certified company focusing on authenticity, curiosity, and empathy.
• Global team environment dedicated to meaningful connections and bold impact.
• Opportunity to work in a dynamic and evolving technical landscape.
• Commitment to providing dignified work and operational excellence.