Support Specialist (SaaS)

TL;DR

Support Specialist (SaaS): Providing technical and functional support to customers across the R365 platform via tickets and chat with an accent on troubleshooting workflow, configuration, and data-related issues. Focus on diagnosing product defects, managing escalations, and improving internal documentation.

Location: Hybrid, Mexico City

Company

hirify.global provides a comprehensive SaaS platform for restaurant management, integrating accounting, inventory, and workforce operations.

What you will do

• Support customers via tickets and chat, providing empathetic and solution-oriented assistance.
• Diagnose and resolve workflow, configuration, and data-related issues.
• Identify and escalate product defects with clear reproduction steps and impact analysis.
• Manage a personal ticket queue while meeting SLA and quality standards.
• Collaborate with Product and Development teams to align priorities for key issues.
• Improve internal and customer-facing documentation based on recurring issues.

Requirements

• 1+ year experience in customer support, help desk, or call center (SaaS experience preferred).
• Strong written and verbal communication skills.
• Proficiency with Excel/Sheets for data review and basic formulas.
• Basic understanding of web applications and APIs (HTTP methods, status codes, headers).
• Ability to cover different schedules and maintain reliable attendance.

Nice to have

• Bachelor’s degree in business, finance, accounting, or information systems.
• Experience supporting ERP, accounting, or inventory platforms.
• Restaurant, hospitality, or multi-unit operations experience.
• Familiarity with FTP/SFTP, log analysis, and database queries.
• Experience with defect tracking tools like Jira.

Culture & Benefits

• Comprehensive insurance: Major Medical, Dental, Vision, and Life.
• Financial perks: 30-day Christmas bonus and a Saving Fund.
• Daily support: Meal vouchers and monthly internet & electricity stipends.
• Standard law benefits.