Technical Support Representative (SaaS)

Location: Fully remote, supporting the Pacific Time Zone. Work from anywhere in the world for up to 4 weeks.

Salary: $55,000–$65,000 CAD per year

Company

hirify.global provides an internal communications SaaS platform with email creation, engagement, and analytics tools integrated with Outlook and Gmail.

What you will do

• Respond to client inquiries through Zendesk and resolve product and email delivery issues.
• Troubleshoot customer problems accurately, empathetically, and efficiently.
• Escalate complex concerns to the appropriate teams and communicate resolutions clearly.
• Collaborate with Success, Implementations, Product, and Engineering teams.
• Identify ticket patterns, share lessons learned, and contribute to support process improvements.

Requirements

• At least 1 year of professional experience in Technical Support, Customer Service, Implementation, or Customer Success.
• Experience with business end-user troubleshooting, preferably in a SaaS environment.
• Strong written and verbal communication skills, including the ability to explain technical concepts clearly.
• Independent, resourceful, accurate, organized, and persistent problem-solving approach.
• Availability to support the Pacific Time Zone.

Nice to have

• Experience troubleshooting Outlook, Gmail, email configuration, connectivity, and external email sending.
• Hands-on experience with Zendesk, Linear, Notion, or similar web-based support tools.
• Experience using AI for prompting, interpreting, and humanizing responses.
• Proficiency in HTML and JSON analysis.

Culture & Benefits

• Fully remote work with the option to work from anywhere in the world for up to 4 weeks.
• 100% employer-paid benefits and a Health Spending Account from day one.
• Stock option plan, generous vacation package, and personal development budget.
• One personal day, one volunteering day, birthday off, and five health days per year.
• Inclusive and accessible workplace with support for candidate accommodations.

Hiring process

• Applications and interviews are reviewed by the Talent Acquisition team.
• AI is used to take interview notes and support applicant-tracking workflows.