Product Support Specialist (AI)

Location: Hybrid role based out of the Toronto office, Canada

Company

hirify.global provides an AI platform for business planning in a SaaS environment.

What you will do

• Act as the primary point of contact for customers seeking product assistance.
• Diagnose, reproduce, and resolve complex product issues in collaboration with Engineering.
• Educate customers, identify knowledge gaps, and work with Education teams to improve product adoption.
• Establish support processes, identify efficiencies, and manage high-volume work with consistent quality.
• Partner with Product, Customer Success, and Engineering to communicate customer needs, improve the roadmap, and resolve risks or blockers.
• Proactively monitor customer workspaces and fix issues before customers notice them.

Requirements

• At least 2 years of experience in one or more of Application Support, Technical Support in a SaaS environment, Support Operations, Product Operations, Customer Operations, or FP&A/Financial Modeling.
• Proactive, hands-on problem-solving approach with curiosity and eagerness to learn new skills and technologies.
• Strong written and verbal communication skills with technical and non-technical stakeholders.
• Accurate, detail-oriented work with structured processes and high quality standards.
• Ability to quickly learn and adopt new software, tools, and technologies.
• Ability to identify, communicate, and escalate issues, blockers, and risks.
• Experience working independently, owning outcomes, and building trust through empathy and accountability.
• Strong organization and prioritization skills, including delivering high-quality work on time and balancing competing priorities.
• Experience delivering exceptional customer service, collaborating cross-functionally, and working in a fast-paced global distributed environment with a customer-first mindset.

Culture & Benefits

• Hybrid work based out of the Toronto office.
• Competitive base salary, equity package, and comprehensive benefits.
• Generous time off and parental leave policies.
• High-end equipment and structured training and development pathways.
• Team culture focused on collaboration, rigor, action, empathy, humility, and customer advocacy.
• Background checks may be conducted lawfully before formal employment contracts are signed, with candidate consent.