Tech Support Specialist (SaaS)

TL;DR

Tech Support Specialist (SaaS): Providing technical troubleshooting and support across SaaS platforms and internal systems with an accent on ticket resolution, user access management, and knowledge base documentation. Focus on maintaining high SLA standards, escalating complex technical issues to engineering teams, and proactively identifying recurring incidents using monitoring tools.

Location: Must be based in the UAE, Qatar, Bahrain, or Oman. Working hours: Must align with U.S. Business Hours.

Company

hirify.global is a professional services firm facilitating technical talent placement for modern SaaS and cloud-based environments.

What you will do

• Respond to and resolve Level 1 and Level 2 technical support requests via Zendesk, Jira, or ServiceNow.
• Troubleshoot login, connectivity, and SaaS platform errors for customers and internal users.
• Manage user provisioning, account setup, and permissions across Windows, macOS, and Linux environments.
• Create and maintain comprehensive troubleshooting guides and FAQs to improve first-contact resolution rates.
• Monitor system alerts using tools like Datadog, Splunk, or New Relic to identify and report recurring technical issues.
• Collaborate with QA, Product, and Engineering teams to report bugs and share customer feedback.

Requirements

• 1–2+ years of experience in technical support, IT helpdesk, or SaaS support.
• Strong written and verbal English communication skills.
• Must be available to work during U.S. business hours.
• Proficiency with support platforms such as Zendesk, Jira, ServiceNow, or Freshdesk.
• Solid understanding of SaaS platforms, networking basics, and operating systems.
• Ability to explain complex technical issues clearly to non-technical users.

Nice to have

• CompTIA A+ or Network+ certifications.
• Experience supporting APIs and cloud-based SaaS integrations.
• Familiarity with monitoring tools like Datadog, Splunk, or New Relic.

Culture & Benefits

• Exposure to modern SaaS and cloud-based support environments.
• Clear growth path into Tier 2 support, Systems Administration, or DevOps.
• Collaborative environment working with engineering and product teams.
• Remote flexibility with a focus on professional development and system improvement.

Hiring process

• Initial phone screen and video interview with a recruiter.
• Practical troubleshooting exercise.
• Client interview with support or engineering leadership.