Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Serving as 2nd level support for B2B customers by handling complex technical escalations and implementing system requests with an accent on technical investigations and product optimization. Focus on reviewing JavaScript filter logic, solving ambiguous operational cases, and identifying recurring patterns to improve the product.

Location: Remote (US)

Company

hirify.global is a Post-Purchase Customer Experience platform helping leading global brands drive loyalty and retention.

What you will do

• Serve as 2nd level support for B2B customers, handling escalations passed on from the first-line support team.
• Conduct deep technical investigations into complex issues, including reviewing filter logic written in JavaScript.
• Implement customer requests directly within the software platform.
• Advise customers on optimizations, suggestions for improvement, and product guidance.
• Recognize patterns across customer inquiries and flag recurring issues to the wider team to inform product improvements.

Requirements

• Prior experience in a customer support, success, or operations role, preferably in B2B SaaS.
• Ability to read and understand JavaScript.
• Native-level English proficiency.
• Strong problem-solving skills and a customer-focused mindset.
• Ability to translate customer needs into practical product guidance.
• Confidence in working directly within a software platform to action requests.

Culture & Benefits

• Remote-friendly culture with a flexible work environment.
• Opportunity to be part of a fast-growing SaaS company backed by global brands and strong investors.
• Collaborative, inclusive, and ambitious team culture.
• Competitive compensation package.