Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing end-to-end technical resolutions and product expertise for a customer engagement platform with an accent on API troubleshooting and integration help. Focus on diagnosing complex technical cases, driving product adoption, and collaborating across cross-functional teams to ensure seamless customer experiences.

Location: Hybrid (Chicago, US)

Salary: $75,000–$86,000 base / $80,000–$97,000 OTE

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized 1:1 customer experiences using hirify.globalAI.

What you will do

• Own customer inquiries end-to-end, covering how-to questions, technical break-fix issues, and integration help.
• Act as a trusted product expert mastering the dashboard, integrations, and troubleshooting steps.
• Drive product adoption by enabling customers to effectively utilize the platform and achieve desired outcomes.
• Collaborate with Customer Success, Account Managers, Product, and Engineering teams to deliver seamless experiences.
• Proactively identify opportunities to enhance customer satisfaction and drive adoption.
• Contribute to process improvements and internal documentation to elevate teammates and customers.

Requirements

• Must be based in the United States (specifically Chicago for hybrid work).
• 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• Proficiency with case management tools such as Salesforce or Zendesk.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Strong written and verbal communication skills in English.
• Degree from an accredited college/university, technical boot camp certification, or equivalent practical experience.

Nice to have

• Experience with tools such as Postman, Snowflake, and/or Kibana.
• Domain knowledge in SaaS, Mobile Technology, Marketing Automation, Direct Marketing, or Marketing Analytics.

Culture & Benefits

• Competitive compensation including equity grants of restricted stock (RSUs).
• Comprehensive health benefit plans covering medical, dental, vision, life, and disability.
• Retirement and Employee Stock Purchase Plans.
• Flexible paid time off and professional development via a yearly learning stipend.
• Family services including fertility benefits and equal paid parental leave.
• Curated in-office experience designed to foster community and innovation.