Technical Support Specialist II (SaaS)

TL;DR

Technical Support Specialist II (SaaS): Providing world-class client support for a Professional Archive SaaS solution with an accent on root cause analysis and incident resolution. Focus on diagnosing complex software issues, managing customer escalations, and contributing to the internal knowledge base.

Location: Hybrid in Portland (Office attendance required on specified days)

Salary: $55,000 - $60,000 a year

Company

hirify.global empowers customers in regulated industries to manage risk and ensure compliance across 80+ digital communication channels.

What you will do

• Provide world-class client support for the Professional Archive SaaS solution via phone, chat, and email.
• Independently identify root causes of software issues and develop reproducible test cases.
• Manage customer cases in Salesforce, ensuring timely updates and adherence to SLAs.
• Collaborate with Advanced Support, Customer Success, and Implementation teams to drive resolution.
• Capture and share knowledge using Knowledge-Centered Service (KCS) practices.
• Advocate for product and process improvements based on customer experience.

Requirements

• 2+ years of experience in Customer Service, IT, SaaS, and/or cybersecurity.
• Hybrid in-office attendance is required on specified days in Portland.
• 2+ years of call center experience handling high-volume inbound/outbound calls.
• Excellent written and verbal communication skills for both technical and non-technical audiences.
• Availability for a 1-week on-call rotation quarterly.

Nice to have

• Experience with CRM tools and Salesforce.

Culture & Benefits

• Collaborative, curious, and innovative open work environment.
• Opportunity to work with latest AI/ML technology at scale.
• Global organization that values diversity and authenticity.
• Recognized as a Best Place to Work by Comparably.com.