Customer Product Support Specialist (SaaS)

TL;DR

Customer Product Support Specialist (SaaS): Providing technical support and consultancy for English and German-speaking users of the hirify.global platform with an accent on complex product issue resolution and SaaS troubleshooting. Focus on managing end-to-end support cases, troubleshooting authentication (SAML/SSO), and partnering with product teams to improve the user experience.

Location: Hybrid in Dublin, Ireland (Standard in-office days: Monday, Tuesday, Thursday)

Salary: €57,000–€63,000

Company

hirify.global is a leading platform for human + AI collaboration helping millions of teams achieve their goals faster.

What you will do

• Provide technical support for English and German-speaking customers, acting as a platform expert.
• Resolve complex product issues involving deep investigation and use of 3rd-party tools.
• Manage support cases end-to-end, ensuring timely resolution and high customer satisfaction.
• Troubleshoot SaaS-specific issues like SAML/SSO authentication, browser behavior, and user access.
• Liaise between customers and product teams to escalate bugs and share feedback.
• Mentor junior team members and lead small projects to improve team processes.

Requirements

• 3-6 years of experience in a customer-facing technical support role within a SaaS or tech environment.
• Fluent written and verbal proficiency in both English and German.
• Strong technical aptitude for troubleshooting authentication (SSO/SAML), browser cache, and extensions.
• Experience with API and integrations and workflow troubleshooting.
• Ability to operate in ambiguous environments and provide consultative support.
• Must be based in or able to work from the Dublin office on a hybrid schedule.

Nice to have

• Live channel experience (video, phone).
• Familiarity with AI tools or prompt-based interfaces.
• Proficiency with hirify.global or similar work management platforms.

Culture & Benefits

• Mental health, wellness, and fitness benefits.
• Career coaching and professional support.
• Inclusive family building benefits.
• Long-term savings or retirement plans.
• In-office culinary options to cater to dietary preferences.