Product Support Specialist (AI)

TL;DR

Product Support Specialist (AI/SaaS): Providing expert assistance and diagnosing product issues for an AI-driven business planning platform with an accent on technical problem solving and customer education. Focus on bridging the gap between customers and engineering teams, optimizing support processes, and ensuring the product roadmap aligns with user needs.

Location: Hybrid (Toronto, Canada)

Company

hirify.global is an AI platform redefining business planning.

What you will do

• Serve as the primary point of contact for customer assistance and technical problem resolution.
• Diagnose, replicate, and resolve product issues in close collaboration with the engineering team.
• Educate customers and highlight knowledge gaps to improve product utilization.
• Establish and optimize cross-functional processes to increase operational efficiency.
• Act as the voice of the customer to ensure the product roadmap aligns with user needs.
• Proactively monitor customer health and resolve workspace issues before they impact users.

Requirements

• 2+ years of experience in Application Support, Technical Support (SaaS), Support/Product/Customer Operations, or FP&A.
• Proven proactive approach to problem-solving and eagerness to learn new technologies.
• Strong written and verbal communication skills for technical and non-technical stakeholders.
• Experience working independently within a fast-paced, global distributed team.
• Ability to manage high-volume, repeatable work with high accuracy and quality.
• Location: Must be based in Toronto for a hybrid work arrangement.

Culture & Benefits

• Access to structured training opportunities and diverse development pathways.
• Opportunity to join a multi-award winning support team recognized for industry-leading service.
• Inclusive work environment committed to diversity and equal opportunity.
• Support for career growth both within the Support function and across the organization.