Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing specialized technical support for software products with an accent on troubleshooting complex network and database issues. Focus on managing ticket lifecycles, maintaining accurate documentation in Salesforce, and ensuring high-quality service delivery within established SLAs during evening shifts.

Location: Must be based in the US (Hybrid/Remote). Shift: Sunday-Thursday, 1pm-12am CST.

Salary: $54,000–$80,000

Company

hirify.global is a software company providing specialized solutions for the legal and compliance sectors.

What you will do

• Handle incoming customer requests, triage incidents, and perform routine troubleshooting.
• Create, update, and resolve support tickets while maintaining accurate documentation in Salesforce.
• Develop deep expertise in product verticals to assist customers and partner with senior team members.
• Maintain responsive communication with clients to ensure adherence to service level agreements.
• Collaborate with cross-functional teams to resolve complex issues and report on project statuses.

Requirements

• Must be available for the evening shift (Sunday-Thursday, 1pm-12am CST).
• Proven experience in technical support, ideally within a tech or SaaS environment.
• Proficiency in SQL, Windows platforms, and network troubleshooting.
• Strong analytical and problem-solving skills with a customer-focused approach.
• Ability to manage and prioritize multiple complex tickets effectively.
• Commitment to obtaining hirify.global certifications within 6 months of start date.

Culture & Benefits

• Competitive base salary with annual performance bonus and long-term incentives.
• Evening shift compensation differential.
• Collaborative team environment focused on core values.
• Opportunities for professional growth and certification support.