Technical Support Representative (SaaS)

TL;DR

Technical Support Representative (SaaS): Handling technical inquiries, maintaining Help Center content, and guiding Freemium customers through onboarding with an accent on technical problem-solving and B2B SaaS support. Focus on diagnosing complex technical issues, collaborating with Product and Engineering teams, and optimizing the customer onboarding experience.

Location: Remote (Colombia)

Company

hirify.global is a Series B software company creating the Interview Intelligence category to transform the hiring experience for leading global companies.

What you will do

• Respond to customer inquiries via Slack, email, and chat, providing clear guidance on product usage and troubleshooting.
• Investigate, diagnose, and resolve technical issues, collaborating with Product and Engineering teams on complex cases.
• Lead white-glove onboarding and education sessions for Freemium and trial customers.
• Create and maintain Help Center articles and "how-to" video tutorials.
• Educate customers on best practices and incorporate feedback into support insights.
• Maintain detailed records of customer interactions to ensure high service quality.

Requirements

• Must be based in Colombia.
• 1+ years of experience in customer service or technical support.
• 1+ years of experience working with CRM and support ticketing systems.
• Experience supporting a B2B SaaS product (HR tech experience is a plus).
• Excellent written and verbal English communication skills.
• Strong technical troubleshooting and problem-solving skills.

Culture & Benefits

• Flexible remote culture.
• Opportunities to grow alongside a high-growth Series B startup.
• Collaboration with a high-performing global support team.
• Fast-paced SaaS environment.