Specialist, Product Support

TL;DR

Specialist, Product Support (B2B SaaS): Provide advanced technical support for a B2B SaaS platform by triaging inbound requests, troubleshooting issues end-to-end, and translating findings into clear guidance for customers and carriers with an accent on log analysis, API testing, and SQL-based root-cause investigation. Focus on collaborating with Product and Engineering to resolve systemic problems and contributing to AI-assisted support workflows while owning complex cases through resolution.

Location: Chicago, IL (hybrid schedule)

Salary: $70,000 – $80,000 per year

Company

hirify.global provides AI-driven supply chain visibility and automated action for global enterprises.

What you will do

• Act as a primary point of contact for customer and carrier communications across phone, email, and chat.
• Triage and own complex cases from first contact through resolution, keeping stakeholders informed.
• Troubleshoot platform issues using log analysis tools, API testing, and SQL queries; partner with Engineering for code-level fixes.
• Investigate integration data discrepancies and identify patterns that indicate systemic issues, surfacing evidence to Product and Engineering.
• Improve self-service by feeding Knowledge Base updates and contributing to internal documentation and knowledge sharing.
• Support evolving AI-assisted support workflows by providing feedback on tooling and shaping team processes.

Requirements

• 2+ years of experience in technical support, customer success, or a similar customer-facing technical role (ideally in B2B SaaS).
• Proven ability to manage multiple complex issues simultaneously while communicating clearly with customers.
• Hands-on troubleshooting experience with logs, API testing, or writing queries to reach root cause.
• Comfort using AI assistants (e.g., ChatGPT, Claude, Copilot) to draft, research, summarize, or troubleshoot.
• Strong written and verbal communication skills, including explaining technical concepts to non-technical audiences.
• English fluency required.

Nice to have

• Experience supporting enterprise customers in supply chain, logistics, or transportation.
• Familiarity with Splunk/Datadog/SigNoz and RESTful APIs (e.g., Postman).
• Beginner-to-intermediate SQL proficiency.
• Exposure to cloud platforms (AWS, Azure) and EDI/supply chain management concepts.
• Experience writing effective prompts for consistent AI outputs and/or evaluating AI-generated responses critically.
• Spanish or Portuguese fluency.

Culture & Benefits

• Medical, dental, and vision benefits starting on the first day of employment.
• 401k retirement savings with employer match.
• Bonus/incentive compensation and participation in an employee stock option program.
• Generous PTO, global recharge days, volunteer days, and paid parental leave.
• Annual wellness stipend, technology reimbursement, and commuter benefits for in-office employees in Chicago.
• Learning and development opportunities plus time during the workday to learn and celebrate diversity.

Hiring process

• Interviews to assess technical support experience, troubleshooting approach, and communication skills.
• Discussion of fit for either a senior support engineering track or a Technical Account Management-style track.