Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing expert technical assistance and troubleshooting for the hirify.global customer engagement platform with an accent on resolving complex user issues and optimizing business use cases. Focus on delivering exceptional service via email, chat, and phone while collaborating cross-functionally to enhance product knowledge and digital marketing expertise.

Location: Remote (US); Must be based in the PST time zone.

Salary: $60,000 - $93,000

Company

hirify.global is a leading AI-powered customer engagement platform that helps brands create dynamic, individualized experiences at scale.

What you will do

• Become an expert on the platform to assist customers with technical inquiries.
• Resolve customer issues via email, live chat, Zendesk, and phone.
• Categorize and track customer inquiries to improve support processes.
• Create and maintain high-quality support documentation and articles.
• Escalate complex technical issues to Engineering and Customer Success teams.
• Deliver exceptional service to ensure customer satisfaction and platform adoption.

Requirements

• Must be located in the PST time zone.
• Demonstrated ability to solve highly technical problems.
• Strong desire to teach and guide new customers on platform usage.
• Passion for startups, software, and SaaS products.
• Ability to clearly communicate technical and product-related concepts.

Nice to have

• Previous experience in a B2B technical support role at a SaaS company.
• Experience with email, push, or SMS platforms.
• Familiarity with JIRA, Zendesk, Datadog, or Grafana.
• Technical knowledge of APIs, email infrastructure, DNS, HTML, CSS, and JavaScript.

Culture & Benefits

• Competitive salary, meaningful equity, and 401(k) plan.
• Comprehensive medical, dental, vision, and life insurance.
• Flexible PTO and paid sabbatical program.
• Monthly allowances for employee wellness and professional development.
• Paid parental leave and fertility/adoption assistance.
• Complete laptop workstation provided.