Support Escalations Specialist (SaaS)

TL;DR

Support Escalations Specialist (SaaS): Managing complex technical escalations at the intersection of Customer Experience, Product, and Engineering with an accent on root cause analysis and scalable solutions. Focus on troubleshooting APIs, integrations, and automation workflows using AI tools to enhance support operations.

Location: Boston, USA

Company

hirify.global is an AI-first company building professional tools for builders in the B2B space.

What you will do

• Own and resolve complex technical escalations for Enterprise customers.
• Collaborate closely with R&D and Engineering to solve high-impact technical issues.
• Build scalable solutions and improve internal support processes.
• Hands-on troubleshooting of APIs, HTTP requests, and automation workflows.
• Utilize and implement AI tools to accelerate troubleshooting and optimize execution.
• Mentor and help global support teams improve their technical capabilities.

Requirements

• 1–2 years of experience in Technical Support or Tier 2 Support within a SaaS company.
• Strong technical skills in troubleshooting APIs, HTTP requests, and integrations.
• Experience with no-code/low-code automation tools such as Zapier, Make, or n8n.
• Practical experience using AI tools to automate workflows and improve operations.
• Ability to communicate effectively with both Enterprise customers and technical teams.
• Must be based in Boston.

Nice to have

• Experience with Jira and Intercom.
• Experience supporting Enterprise customers in live troubleshooting environments.
• Experience coaching or mentoring global support teams.

Culture & Benefits

• Fast-paced, AI-first environment for those with a "builder" mindset.
• High-impact role with direct influence on Product and Engineering.
• Culture focused on proactive problem solving and rapid execution.