Product Support Specialist (Legaltech)

TL;DR

Product Support Specialist (SaaS/Legaltech): Managing incoming product support requests and providing technical assistance to legal teams with an accent on initial diagnosis, troubleshooting, and knowledge base documentation. Focus on resolving complex application-related problems, bridging communication between customers and development teams, and maintaining high SLA standards.

Location: Hybrid (Cebu City, Philippines); must be willing to work on Colombian holidays

Company

hirify.global creates connected legal technology that brings together the data, workflows, and systems legal teams rely on every day.

What you will do

• Serve as the first point of contact for product support inquiries via tickets, emails, chats, and calls.
• Perform initial diagnosis, troubleshooting, and categorization of application-related problems.
• Escalate complex technical issues to Product and Development teams using established protocols.
• Create, update, and maintain knowledge base articles and internal documentation.
• Ensure compliance with service level agreements (SLAs) and maintain high professional standards.
• Collaborate with cross-functional teams to identify recurring patterns and improve the overall customer experience.

Requirements

• 1-3 years of experience in a product support or IT support role.
• English proficiency: B2–C1 level (written and spoken).
• Knowledge of AWS, SharePoint, and Dropbox.
• Ability to translate technical issues into clear, customer-friendly explanations.
• Location: Must be based in Cebu City, Philippines (Hybrid).
• Availability: Willingness to work on Colombian holidays.

Nice to have

• Experience with ticketing systems such as Zendesk, Jira, or ServiceNow.
• Basic understanding of cloud platforms, APIs, JSON, or scripting languages.
• Proficiency with Google Sheets and Confluence documentation.

Culture & Benefits

• Fast-growing organization with significant career growth potential.
• Recognized as one of Forbes’ Best Startup Employers in the Americas for 2026.
• Collaborative environment where individual impact is visible and contributions matter.
• Focus on building software that changes how an entire industry operates.