Enterprise Technical Support Analyst (SaaS)

TL;DR

Enterprise Technical Support Analyst (SaaS): Delivering high-level technical support for enterprise customers on an AI-powered retention platform with an accent on end-to-end issue resolution and technical documentation. Focus on troubleshooting complex functional issues, managing enterprise client portfolios, and collaborating with Product and Engineering teams.

Location: Remote (Must be based in the USA)

Salary: $62,000 – $66,000 USD annually

Company

hirify.global is an AI-powered retention engine and CustomerOS platform helping companies drive customer success, retention, and growth.

What you will do

• Manage a portfolio of enterprise clients, owning complex technical and functional issues from initial report to resolution.
• Build and maintain trusted relationships with enterprise customers to deliver world-class support experiences.
• Author product how-to guides, technical configuration documentation, and help center content.
• Create management reports and dashboards to provide insights into platform quality and stability.
• Provide strategic input to inform development infrastructure, technical processes, and the product roadmap.
• Facilitate and lead client meetings focused on support activities and outcomes.

Requirements

• 2–3+ years of technical support experience.
• Knowledge of web technologies including HTML, CSS, JavaScript, APIs, and web debugging tools.
• Ability to troubleshoot complex technical issues using a structured, hypothesis-driven approach.
• Strong written and verbal communication skills for translating technical concepts to non-technical audiences.
• Must be based in the USA.

Nice to have

• Experience with Zendesk or other support ticketing systems.
• Prior experience in a customer-facing role within a SaaS or enterprise software environment.
• Familiarity with SkillJar or similar learning management and customer education tools.

Culture & Benefits

• Comprehensive benefits including fully covered medical premiums (employee-only), dental, and vision coverage.
• 401(k) plan, annual bonus eligibility, and participation in the equity program.
• Flexible PTO and dedicated Recharge Holidays (one long weekend each quarter).
• $10,000 lifetime fertility stipend and access to coworking spaces globally.
• Collaborative, human-first culture focused on innovation and professional growth.