Software Support Specialist II (SaaS)

TL;DR

Software Support Specialist II (SaaS): Diagnosing and resolving product issues for technology solution providers with an accent on technical troubleshooting and partner experience. Focus on analyzing business data to optimize strategies, resolving complex escalations, and documenting software defects.

Location: Sydney, Australia (Onsite, Hybrid, or Remote depending on location)

Company

hirify.global is a global leading software company providing a suite of tools for technology solution providers to manage businesses and automate service delivery.

What you will do

• Provide high-detail support to partners via email, phone, chat, and remote sessions.
• Research, analyze, and document technical findings to resolve product issues.
• Identify and escalate trending issues and software defects to leadership and engineering.
• Act as an escalation point for complex cases and provide guidance to junior team members.
• Contribute to internal and external knowledge base articles.
• Evaluate business data to help partners optimize their operational strategies.

Requirements

• Bachelor’s degree in a related field or equivalent business experience.
• 2+ years of relevant experience in a professional environment.
• Strong customer service, interpersonal, and communication skills.
• Ability to work independently with general supervision.
• Must be based in Australia to accommodate onsite or hybrid work options.

Nice to have

• 1+ years of experience in a technical service-oriented position.
• Experience troubleshooting Windows and Linux servers.
• Basic understanding of IT, CRM, and ERP markets.

Culture & Benefits

• Inclusive, positive culture that values unique perspectives and contributions.
• Flexible work arrangements (Onsite, Hybrid, or Remote depending on location).
• Opportunities for discovery, debate, and professional growth.
• Equal Opportunity Employer committed to a diverse workforce.