Technical Support Specialist (Web & Configurable Solutions)

TL;DR

Technical Support Specialist (Web & Configurable Solutions): Resolving complex and escalated technical issues for web-based and configurable products with an accent on API troubleshooting, data-driven configuration, and system integrations. Focus on performing root-cause analysis, mentoring team members, and maintaining high-quality knowledgebase documentation.

Location: Must be based in Costa Rica, the United States, Australia, or Canada

Compensation: $19,000 USD annually

Company

hirify.global powers social impact through purpose-driven technology and responsible AI.

What you will do

• Resolve complex and escalated customer issues efficiently while maintaining high service standards.
• Investigate issues involving configuration, permissions, integrations, and APIs using diagnostic tools.
• Reproduce reported issues, validate potential solutions, and document findings for internal and customer use.
• Collaborate with Engineering teams to identify patterns and contribute to long-term product fixes.
• Author and maintain knowledgebase content following Knowledge-Centered Service (KCS) practices.
• Mentor associate-level team members to improve overall team technical capability and troubleshooting consistency.

Requirements

• Must be based in Costa Rica, the United States, Australia, or Canada.
• Strong technical troubleshooting experience in a B2B SaaS or enterprise software environment.
• Practical working knowledge of HTML, CSS, and conceptual understanding of JavaScript.
• Experience with API testing tools (e.g., Postman) and log analysis platforms.
• Excellent written and verbal communication skills for explaining technical concepts to customers.
• Ability to participate in after-hours, weekend on-call rotations, and select holidays.

Culture & Benefits

• Commitment to an inclusive and diverse work environment.
• Opportunities for professional growth through mentoring and knowledge sharing.
• Focus on innovation and purpose-driven technology for social impact.
• Supportive team culture with emphasis on collaboration and continuous improvement.