Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing Tier 1 technical assistance for public safety digital solutions with an accent on hardware and software troubleshooting. Focus on resolving client issues via Zendesk, troubleshooting network connectivity, and supporting specialized devices like body cameras and in-car video systems.

Location: Must be based in Atlanta or Decatur, GA (Hybrid/Onsite)

Salary: $20.00 - $22.00 Hourly

Company

Innovative SaaS company providing digital solutions, including body cameras and evidence systems, for frontline professionals and public safety officers.

What you will do

• Resolve Tier 1 support issues via phone, chat, and email using internal knowledge bases.
• Troubleshoot hirify.global applications and hardware, including Polaris, Rocket, and EOS devices.
• Perform basic network and connectivity troubleshooting (LAN/WAN/Wi-Fi).
• Document all customer interactions and resolutions in the Zendesk ticketing system.
• Participate in a scheduled on-call rotation to support after-hours client needs.

Requirements

• High school diploma or GED required.
• 1+ years of experience in technical support, help desk, or IT service environments.
• Prior customer service or contact center experience.
• Familiarity with Windows OS, basic PC hardware, and general troubleshooting methods.
• Must be located in the Atlanta/Decatur, GA area for onsite/hybrid work.

Culture & Benefits

• Flexible hybrid work schedule.
• Free chef-inspired lunch from Monday to Thursday.
• 15 PTO days and a floating holiday.
• Comprehensive benefits including medical, dental, vision, and 401(k) with matching.
• Annual bonus and tuition reimbursement programs.
• Collaborative and purpose-driven culture focused on public safety.