Technical Customer Support Specialist

TL;DR

Technical Customer Support Specialist: Provide advanced technical support and troubleshooting for hirify.global's integrated workplace management platform with an accent on resolving complex customer issues across software and hardware. Focus on diagnosing technical problems, collaborating with cross-functional teams, and maintaining high-quality customer communication in a fast-paced onsite environment.

Location: On-site in Austin, TX, USA

Salary: $80,000 – $87,000 + Equity

Company

hirify.global unifies people, spaces, and communications in a secure, integrated workplace management platform trusted by over 16,000 workplaces worldwide.

What you will do

• Own inbound customer communications via email and live chat, providing support from initial contact to resolution, including phone and screen-sharing as needed.
• Leverage advanced troubleshooting skills and deep product knowledge to resolve technical customer cases within SLAs.
• Develop and maintain an internal knowledge base to enhance troubleshooting processes.
• Identify and report trends in customer issues to internal teams for continuous improvement.
• Participate in a teamwide Sunday on-call rotation every 8-12 weeks.
• Collaborate with cross-functional teams to escalate and resolve complex technical problems.

Requirements

• Location: Must be able to work onsite in Austin, TX, USA
• BA/BS degree or equivalent experience.
• 3+ years of technical customer support experience, preferably in B2B SaaS environments.
• Experience with JIRA, Intercom, Salesforce, Zendesk, or similar CRM systems.
• Strong troubleshooting skills with knowledge of SQL, web development basics, and network connectivity.
• Excellent verbal and written communication skills for technical and non-technical audiences.

Nice to have

• Experience setting up and troubleshooting hardware like printers, iPads, and network devices.
• Understanding of internet technologies such as DNS, HTTP, TLS, and certificates.
• Bilingual abilities.

Culture & Benefits

• Competitive salary with equity for all full-time roles.
• Work onsite Monday through Thursday with flexible start times around 11AM CDT.
• Dynamic, fast-paced work environment with opportunities for cross-team collaboration.
• Focus on continuous learning and knowledge sharing within the support team.