Enterprise Support Specialist (SaaS)

TL;DR

Enterprise Support Specialist (SaaS): Delivering high-quality technical support for strategic enterprise customers with an accent on complex workspace configurations and technical troubleshooting. Focus on diagnosing sophisticated inquiries, resolving high-risk escalations, and collaborating with Product and Engineering teams to improve the user experience.

Location: Must be based in Singapore (in-person onboarding required)

Company

hirify.global is a collaborative design platform that helps teams brainstorm, prototype, and iterate with AI to make design accessible to all.

What you will do

• Diagnose and resolve sophisticated technical inquiries for strategic enterprise customers via email.
• Partner with Sales teams to guide large organizations through complex workspace configurations and account setups.
• Act as the voice of the customer, using data to advocate for new features, bug fixes, and process automation.
• Manage high-risk escalations, owning communication and coordination with internal partners through to resolution.
• Identify trends and communicate insights to Product and Engineering teams to drive product enhancements.
• Experiment with new approaches and tooling to scale personalized support interactions.

Requirements

• 3+ years of technical SaaS support experience, specifically with Enterprise-level customers.
• Proven expertise in troubleshooting SAML/SSO and SCIM configurations.
• Experience in system administration for large end-user communities.
• Ability to evaluate business impact of technical issues to align cross-functional prioritization.
• Fluency in both Korean and English to support specific stakeholders and customers.
• Must be based in Singapore and able to attend in-person onboarding.

Nice to have

• Experience with design tools like Adobe XD, Sketch, or Framer.
• Passion for UX/UI development.
• Familiarity with AI concepts such as prompt refinement, generative AI, and machine learning basics.

Culture & Benefits

• Equal opportunity workplace dedicated to diversity, equity, and inclusion.
• Support for individuals with disabilities through reasonable accommodations.
• Collaborative environment focused on making design accessible to all.