Senior Support Specialist (SaaS)

TL;DR

Senior Support Specialist (SaaS): Acting as an escalation point for complex technical and data-related issues within a commercial real estate intelligence platform with an accent on root-cause investigation and cross-functional collaboration. Focus on optimizing support workflows, mentoring junior staff, and translating customer pain points into product improvements.

Location: Irvine, CA, USA

Company

hirify.global is a leading provider of data and workflow solutions specializing in commercial real estate and location intelligence.

What you will do

• Serve as the primary escalation point for investigating and resolving complex technical, functional, and integration-related issues.
• Perform in-depth troubleshooting and root-cause analysis using SQL, APIs, and logs.
• Collaborate with Engineering and Product Management to resolve service-impacting events and outages.
• Mentor support specialists through training, case reviews, and guidance on challenging tickets.
• Design and document automated workflows and internal tools to reduce manual effort and improve resolution times.
• Monitor support trends and customer feedback to identify opportunities for product quality enhancement.

Requirements

• 5+ years of experience in technical or product support, preferably within a SaaS or data-focused environment.
• Working knowledge of SQL, APIs, and data analysis tools.
• Proficiency with CRM and ticketing platforms such as Zendesk, Salesforce, or Jira.
• Strong analytical skills and the ability to explain technical issues clearly to stakeholders.
• Bachelor’s degree in Computer Science, IT, Business, or equivalent work experience.
• Must be located in or able to work from Irvine, CA, USA.

Nice to have

• Experience with real estate data, property data, or location intelligence technology.
• Certifications in SaaS platforms, IT, or data analysis.

Culture & Benefits

• Strong commitment to diversity, inclusion, and an equal opportunity work environment.
• Opportunity to work with a high-impact platform serving 50,000+ brokers and 1,000+ banks.
• Standard 40-hour work week (non-exempt position).
• Professional environment focused on data-driven decision-making.