Product Technical Support (SaaS)

TL;DR

Product Technical Support (SaaS): Managing inbound and outbound support for midmarket customers and suppliers with an accent on regulatory compliance and technical troubleshooting. Focus on resolving complex user issues using SQL and AI-driven insights to ensure customer success.

Location: Hybrid in George Town, Penang, Malaysia (Requirement to work onsite at least one day a week for those within 50km of the office).

Company

hirify.global is a leading SaaS solution provider for supply chain sustainability, helping top-tier manufacturers manage regulatory compliance and environmental risks.

What you will do

• Serve as the first point of contact for midmarket customers and suppliers via calls, emails, live chat, and screen-sharing.
• Utilize troubleshooting tools and basic SQL queries to identify root causes of technical issues.
• Document all support interactions and resolutions thoroughly for consistent case management.
• Resolve routine to moderately complex issues and escalate critical defects to Tier 2 support.
• Manage a high-volume queue while maintaining strict performance metrics, including a first response time under 2 hours.
• Collaborate in swarm sessions with peers and higher-tier teams to solve challenging technical problems.

Requirements

• Experience: 1-3 years in a software or technical support role.
• Location: Must be based in or near Penang, Malaysia for hybrid office attendance.
• English: Excellent verbal and written communication skills (C1+) required.
• Basic proficiency in SQL for database querying and data retrieval.
• Ability to work various shifts, including evenings and weekends, to support 24/7 global operations.
• Relevant Bachelor's degree or equivalent experience in technical support.

Nice to have

• Natural curiosity and passion for AI and emerging technologies.
• Experience with ticket management systems and technical logging tools.
• Strong critical thinking skills for suggesting and implementing efficient solutions.

Culture & Benefits

• Remote-first work model with flexibility and autonomy.
• Comprehensive benefits packages and vacation time that increases with tenure.
• Competitive base salary and a corporate bonus program.
• Professional development days available from the first day of employment.
• Inclusive environment supported by Diversity and Inclusion Working Groups and ERGs.