Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS/AI): Providing high-quality technical support and troubleshooting for a next-generation CRM with an accent on API integrations, product mastery, and customer advocacy. Focus on resolving complex technical issues, improving internal documentation, and partnering with customers to optimize their data models and workflows.

Location: Remote (Must be legally eligible to work in the UK)

Company

hirify.global is a CRM built for the AI era, designed for ambitious go-to-market teams to understand customers and automate at scale.

What you will do

• Provide fast and technically sound support via email, chat, and video calls, maintaining high CSAT and meeting SLAs.
• Diagnose and resolve product issues, documenting bugs and collaborating with Engineering for resolutions.
• Act as a customer advocate by communicating recurring pain points and feedback to Product and Engineering teams.
• Contribute to the Help Center, FAQs, and internal documentation using Notion and Guru.
• Develop deep expertise in functionality, APIs, and integrations to guide customers with confidence.
• Partner with customers to analyze workflows and data models, providing strategic, scalable solutions.

Requirements

• 2+ years of experience in a customer or technical support role for a SaaS product, ideally in a high-growth startup.
• Legal eligibility to work in the UK.
• Proficiency in troubleshooting APIs, AI, CRMs, and workflow tools.
• Exceptional written and verbal communication skills to explain complex topics simply.
• Strong organizational skills and a detail-oriented approach to operational excellence.
• Proactive learner with a collaborative mindset.

Nice to have

• Experience with Zapier, Intercom, and/or Linear.
• Experience providing live phone support or running customer workshops.

Culture & Benefits

• Remote-first working pattern (Monday-Friday, 9:00am – 6:00pm GMT).
• Culture of operational excellence, craft, and sharp judgment.
• Environment tailored for builders who thrive on complex technical challenges and high standards.

Hiring process

• Initial stage: 30-minute introductory chat with Talent and a 30-minute track record interview.
• Core stage: Take-home technical exercise, a 45-minute team panel interview, and a 30-minute executive interview.
• Final stage: Closing conversation with the CEO.