Technical Success Support Specialist

TL;DR

Technical Success Support Specialist (SaaS): Providing expert technical guidance and troubleshooting for enterprise-grade software solutions with an accent on B2B client success and product functionality. Focus on resolving complex technical incidents, collaborating with cross-functional engineering teams, and improving self-service documentation.

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

Company

hirify.global powers social impact through purpose-driven technology and responsible AI, helping organizations make a greater difference in the world.

What you will do

• Deliver high-quality technical support via chat, phone, and web channels.
• Triage and troubleshoot software incidents, escalating complex issues to engineering teams.
• Utilize diagnostic tools like browser developer tools, Postman, and log analysis to investigate issues.
• Author and maintain Knowledgebase articles using KCS methodologies.
• Analyze case trends to identify root causes and inform product improvements.
• Communicate technical concepts clearly to both technical and non-technical audiences.

Requirements

• 1–3 years of experience in a technical support, IT helpdesk, or contact center role.
• Strong troubleshooting skills with the ability to diagnose and resolve technical issues independently.
• Familiarity with CRM or case management systems like Salesforce or Zendesk.
• Ability to learn new technologies quickly and adapt to evolving environments.
• Must be located in the United States, Canada, Costa Rica, or Australia.
• Excellent written and verbal communication skills.

Culture & Benefits

• Commitment to an inclusive work environment and equal opportunity employment.
• Opportunity to work with purpose-driven technology in the social good sector.
• Collaborative environment working closely with Engineering and Product Management teams.
• Continuous improvement initiatives and professional development opportunities.

Hiring process

• Multi-step interviewing process starting with a recorded video interview.