Product Support Specialist (LATAM)

TL;DR

Product Support Specialist (LATAM): Providing technical guidance and troubleshooting for an AI-powered event platform with an accent on customer communication and product expertise. Focus on resolving complex user issues, collaborating with product teams to improve platform reliability, and maintaining high-quality support standards across the LATAM region.

Location: Must be based in the LATAM region (Colombia, Argentina, Brazil, Peru, Mexico, Costa Rica, El Salvador, Dominican Republic, or Honduras)

Company

hirify.global is a leading AI-powered event platform dedicated to driving revenue growth and fostering meaningful connections at in-person and hybrid events.

What you will do

• Communicate efficiently with customers via Intercom and video calls to resolve inquiries.
• Own customer issues from initial contact through to resolution or escalation.
• Develop deep expertise in the platform to guide users across all plans.
• Collaborate with product teams to identify bugs and provide feedback for platform improvements.
• Identify and document knowledge gaps in the Help Center to improve self-service resources.
• Ensure a high-quality, intuitive, and reliable experience for all event organizers.

Requirements

• 1-2 years of technical support experience in a troubleshooting environment.
• Solid understanding of web technologies including HTML, CSS, JavaScript, and APIs.
• Proficiency with modern tools such as Slack, Notion, Intercom, and JIRA.
• Strong problem-solving skills and ability to learn on-the-fly.
• Demonstrated success working with KPIs and metrics.
• Must be located in the LATAM region to support regional operations.

Nice to have

• Experience with Gainsight or similar customer success platforms.
• Previous experience in a fast-paced startup environment.

Culture & Benefits

• Remote-first policy with a global, diverse team.
• 100% of health insurance contribution paid by the company.
• Work-from-home and co-working space budgets.
• Generous paid time off and mental health care initiatives.
• Learning budget for professional development.
• Regular in-person social gatherings to celebrate achievements.

Hiring process

• Recruiter screening interview.
• Remote skills assessment exercise.
• Manager and leadership reviews.
• Reference check.