Product Support Specialist (HRTech)

TL;DR

Product Support Specialist (SaaS/HRTech): Providing frontline technical support to customers to resolve product issues and optimize workflows with an accent on B2B SaaS troubleshooting and cross-functional collaboration. Focus on investigating root causes, escalating high-impact issues to engineering, and improving internal knowledge bases.

Location: Must be based in the New York Metro Area (Hybrid: 2-3 days a week in the NYC office)

Salary: $62,000 – $75,000 per year

Company

hirify.global is a high-growth HR tech SaaS leader helping mid-size businesses transform how they manage, connect, and retain top talent.

What you will do

• Provide timely and accurate support to customers via chat, email, and other channels.
• Troubleshoot product issues, configuration questions, and integrations.
• Investigate reported issues to determine root causes and appropriate next steps.
• Escalate complex or high-impact issues to Product and Engineering teams with clear documentation.
• Collaborate with Customer Success to identify recurring issues and improve product usability.
• Contribute to internal documentation, FAQs, and knowledge bases.

Requirements

• Must be located in the New York Metro Area.
• Experience supporting B2B SaaS products.
• Experience working cross-functionally with Engineering or Product teams.
• Strong problem-solving and analytical skills.
• Ability to explain technical concepts to non-technical users.
• Comfortable working with ticketing systems and support tools.

Nice to have

• Knowledge of HRIS, workflows, or enterprise software.

Culture & Benefits

• Competitive compensation and pre-IPO equity in a high-growth SaaS leader.
• 401(k) with a 3% company match.
• Comprehensive medical, dental, and vision coverage from day one.
• $1,920 annual wellness stipend and annual Headspace membership.
• Generous PTO, company holidays, and quarterly Bob Balance Days.
• Home office allowance and dog-friendly NYC office.