Technical Customer Support Specialist

TL;DR

Technical Customer Support Specialist: Resolving customer technical issues end to end across email, chat, and occasional calls with an accent on SSO/SAML and custom domain setups. Focus on diagnosing root causes, escalating critical cases with context, and improving knowledge base and AI-driven autonomous resolution.

Location: New York, NY (on-site at the New York City office twice a week)

Salary: $82,000–$90,000 base + annual company bonus + benefits

Company

hirify.global provides a platform for creating and managing brand assets.

What you will do

• Provide technical customer support via Intercom (email, chat, occasional calls), troubleshooting issues through resolution.
• Diagnose root causes, deliver clear workarounds, and partner with Engineering and Product on complex cases.
• Coordinate and implement Custom Domain and SSO/SAML configurations, including certificate handling and renewals.
• Build and maintain FAQs, knowledge base articles, and troubleshooting guides to improve self-service.
• Uphold quality standards, participate in regular reviews, and turn recurring patterns into process improvements.
• Handle sensitive customer data in line with security and compliance protocols.

Requirements

• Ability to work on-site at the New York City office twice a week.
• Experience in a technical, customer-facing support role with end-to-end ownership of issues.
• Strong technical aptitude with SSO/SAML, DNS/custom domains, APIs, and web technologies.
• Experience using modern support tooling (Intercom or similar).
• Fluent English communication skills.
• Comfort working with AI and automation to improve support outcomes.

Culture & Benefits

• Hybrid workplace with required on-site time in New York City twice a week.
• Annual company bonus in addition to base salary.
• Benefits package provided (details referenced in the posting).
• Support system improvement focus: knowledge base updates and AI tooling enhancements.

Hiring process

• Next steps and evaluation steps are referenced in the posting but not specified in the provided text.