Technical Support Representative (SaaS)

TL;DR

Technical Support Representative (SaaS): Managing front-line customer experience and ticket resolution for an AI-powered sales platform with an accent on technical data capture and product intelligence. Focus on resolving complex SaaS queries independently and translating customer feedback into actionable intelligence for EPD teams.

Location: Must be based in Mexico

Salary: MX$550,000 – MX$700,000

Company

hirify.global provides an AI-powered suite designed to help sales teams connect faster, sell smarter, and increase revenue.

What you will do

• Manage a high-volume, multi-channel ticket queue with strict adherence to internal SLAs.
• Resolve the majority of inbound SaaS queries independently using AI tools and knowledge bases.
• Execute rigorous data capture of technical details (Org IDs, timestamps, reproduction steps) for clean documentation.
• Translate customer experiences into precise intelligence and technical templates for EPD escalation.
• Collaborate cross-functionally to surface process gaps and product usability challenges.

Requirements

• 2+ years of experience in Technical Support.
• Must be based in Mexico.
• Proven experience with ticketing systems and troubleshooting SaaS products.
• Intermediate proficiency with Google Apps suite (Docs, Sheets, etc.).
• Experience managing live chat and email support channels.
• Expertise in real-time, video conference, and remote access troubleshooting.

Nice to have

• Experience with DevRev, Jira, or contributing to a knowledge base.
• Ability to troubleshoot complex software integrations and APIs.
• Knowledge of telephony, VoIP, and networking.
• Proficiency in writing and optimizing complex SQL queries.
• Experience with Salesforce or integrations like Outreach, SalesLoft, and HubSpot.

Culture & Benefits

• Remote-first work environment for builders and dreamers.
• Culture of extreme ownership and accountability (Operating Above the Line).
• Focus on active listening and treating every ticket as a data point for improvement.
• Inclusive environment committed to equal opportunity and diversity.