Senior SaaS Support and Product Testing Specialist (SaaS)

TL;DR

Senior SaaS Support and Product Testing Specialist (SaaS): Providing first-line technical support and maintaining product quality for a fleet-management SaaS with an accent on troubleshooting, defect documentation, and release validation. Focus on bridging the gap between customers and developers, optimizing support workflows, and ensuring high-quality software deployments.

Location: Permanent work-from-home. Work schedule: Monday to Friday, 9:00 AM to 5:30 PM Sydney time

Company

hirify.global is a global outsourcing provider supporting leading SaaS companies with specialized talent.

What you will do

• Diagnose technical issues and escalate detailed tickets to developers via JIRA.
• Perform product testing for bug fixes, new features, and customer-specific deployments.
• Monitor and respond to inbound customer support emails in a timely and professional manner.
• Create user-friendly learning content, including written guides and tutorial videos.
• Collaborate with the CTO, Support Lead, and Sales Lead to manage priorities and support load.
• Maintain accurate internal documentation using JIRA, Confluence, ZohoCRM, and Microsoft Suite.

Requirements

• 8+ years of experience in technical SaaS support or software helpdesk roles.
• Hands-on experience with software testing, release validation, or UAT.
• Proficiency with JIRA, Confluence, ZohoCRM, and Microsoft Office 365.
• Excellent written communication skills for handling high-stakes or complex topics.
• Ability to manage multiple tickets simultaneously under tight turnaround expectations.
• Must be able to work according to Sydney time (9:00 AM to 5:30 PM)

Nice to have

• Experience in fleet, transport, engineering, leasing, or related operational industries.
• Knowledge of SQL for queries and troubleshooting.
• JIRA certifications.
• Exposure to support operations optimization or automation initiatives.

Culture & Benefits

• Permanent work-from-home arrangement.
• HMO Coverage for eligible locations.
• Immediate hiring process.