Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Owning and resolving escalated, technically complex customer issues with an accent on troubleshooting integrations, APIs, and cross-functional collaboration. Focus on bridging the gap between Customer Success, Product, and Engineering to drive root-cause resolution and improve product documentation.

Location: Remote (Must be based in one of the approved US states)

Salary: $75K – $95K Base salary + Bonus potential

Company

hirify.global is transforming the HR compliance industry by providing engaging, mobile-first training solutions to foster safer and more inclusive workplaces.

What you will do

• Own and resolve escalated technical support issues, including integrations and complex product behavior.
• Troubleshoot across systems, APIs, and third-party tools to identify root causes.
• Act as a liaison between Support, Product, and Engineering to document bugs and communicate context.
• Support pre-sales and onboarding by answering technical questions and guiding customers through technical setup.
• Identify recurring technical issues to drive improvements in documentation and internal troubleshooting workflows.

Requirements

• 3–5 years of experience in Technical Support, Solutions Engineering, or a similar role.
• Strong troubleshooting skills across integrations, APIs, and SaaS tools.
• Must be based in one of the approved US states.
• Ability to clearly communicate technical concepts to both technical and non-technical audiences.
• Proactive and resourceful approach to taking ownership of problems.

Nice to have

• Experience working with SAML, SCIM, SFTP, webhooks, or integration platforms.
• Familiarity with SaaS ecosystems like HubSpot, Linear, Zoom, or Slack.
• Experience in a B2B SaaS environment.
• Experience using AI tools.
• Exposure to pre-sales or onboarding support.

Culture & Benefits

• Flexible, fully remote work environment.
• Competitive employer-sponsored health insurances.
• 401(k) with company matching.
• Professional development reimbursements and quarterly remote work stipend.
• Annual wellness stipend and PTO.

Hiring process

• Multi-stage process: Recruiter Screen, Hiring Manager Interview, Peer Interview, Executive Interview, and Reference Checks.
• Timeline typically takes about 3-4 weeks.