Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing second-level technical support for an AI-powered customer communications platform with an accent on resolving complex technical and operational issues. Focus on diagnosing systemic bugs, optimizing integration workflows, and collaborating with engineering teams to ensure system reliability.

Location: Remote (Must be based in Portugal)

Company

hirify.global is an AI-powered customer communications platform used by over 22,000 companies worldwide to streamline voice, SMS, and WhatsApp interactions.

What you will do

• Resolve escalated technical and functional customer cases regarding telephony and integrations.
• Analyze and reproduce complex issues across various operating systems, platforms, and applications.
• Train Frontline Support teams on technical topics and maintain internal knowledge documentation.
• Collaborate with Product and Engineering teams to diagnose bugs and suggest product enhancements.
• Monitor support metrics to proactively identify and mitigate recurring systemic issues.

Requirements

• English: Proficiency required for clear communication and technical writing.
• Must be based in Portugal.
• Basic understanding of telephony routing (IVR, ACD, DTMF) and the OSI model.
• Proficiency in SQL and API tools such as Postman, SOAPui, and Webhooks.
• Experience with ticket-based systems (Zendesk, Jira) and CRM tools (Salesforce, Hubspot, Zoho).
• Ability to troubleshoot via browser developer consoles and basic knowledge of HTML.

Nice to have

• Previous experience in a client-facing technical role within SaaS or telecom industries.
• Additional language proficiency.

Culture & Benefits

• Competitive salary package including health coverage, lunch, commute, and sports.
• Strong emphasis on work-life balance and a multicultural environment with 45+ nationalities.
• Entrepreneurial and fast-learning environment with a strong team spirit.