Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing world-class assistance to a global customer base with an accent on email infrastructure troubleshooting and platform configuration. Focus on managing high-volume technical tickets, facilitating webinars, and collaborating with R&D to resolve complex product issues.

Location: Must be based in or able to commute to the office in São Paulo, Brazil (Hybrid: 2 days in office)

Company

hirify.global is a global leader in Human Risk Management, providing AI-powered security awareness training and simulated phishing platforms to over 70,000 organizations.

What you will do

• Manage high-volume technical support tickets and phone calls for a global customer base.
• Host and facilitate technical webinars and product demonstrations.
• Assist customers with platform configuration, including email delivery and security layer integration.
• Partner with Customer Success and R&D teams to investigate and resolve complex technical bugs.
• Ensure timely resolution of customer reports and requests within the ticketing queue.
• Address customer questions regarding product functionality and security protocols.

Requirements

• English: Advanced/Fluent proficiency required for live calls and training.
• Portuguese: Native/Near-native proficiency required.
• 1+ years of experience in a customer-facing technical support or help desk role.
• Strong understanding of email server environments, SEGs, and authentication protocols (SPF, DKIM, DMARC).
• Ability to explain complex technical concepts to both technical and non-technical audiences.
• Resume must be submitted in English.

Nice to have

• Experience working in a SaaS environment.
• 2-year degree in a technical field or equivalent experience.

Culture & Benefits

• Company-wide bonuses based on monthly sales targets.
• Tuition and certification reimbursement programs.
• Employee referral bonuses and adoption assistance.
• Modern, high-tech, and collaborative work environment.

Hiring process

• Interview process conducted primarily in English.
• Potential applicant assessment and background check.