Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Addressing technical support requests for a trust management platform with an accent on troubleshooting cloud infrastructure and API integrations. Focus on solving complex customer technical issues, creating reproducible test cases, and enhancing product documentation.

Location: Must be based in the United States

Salary: $83,000 – $98,000 + Equity

Company

hirify.global is a trust management platform that helps businesses automate security monitoring for compliance standards like SOC 2, HIPAA, and ISO 27001.

What you will do

• Provide technical support via email, chat, and screen sharing within established SLAs.
• Troubleshoot and resolve complex product issues, documenting solutions for scalability.
• Create reproducible test cases for the Product team and escalate bug reports for validation.
• Proactively contribute to internal and external knowledge bases, processes, and team efficiency.
• Collaborate in daily troubleshooting sessions, weekly meetings, and team huddles.

Requirements

• 4+ years of technical customer support experience in a SaaS/Tech space.
• Must be located in the United States.
• Must be authorized to work in the U.S. without the need for current or future employer sponsorship.
• Experience troubleshooting cloud providers such as AWS, Azure, or GCP.
• Working knowledge and understanding of APIs and Networking.
• Experience using Datadog or similar log management tools.
• Ability to support a 9AM-6PM PST M-F schedule, including rotational on-call and holiday support.

Nice to have

• Experience using databases.
• Willingness to use AI to amplify skills and improve efficiency.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage (100% employee-only premiums covered).
• Matching 401(k) contribution with immediate vesting.
• 16 weeks paid Parental Leave for all new parents.
• Flexible PTO policy, plus 80 hours of Sick Time and 11 paid holidays.
• Stipends for remote workspace, internet, and cellphone.
• Health and wellness stipend.