Technical Support Representative (SaaS)

Location: Remote in Colombia; support focus across EMEA time zones

Company

hirify.global is a high-growth Series B SaaS company building an Interview Intelligence platform for organizations hiring exceptional teams.

What you will do

• Respond to customer inquiries through Slack, email, and chat, providing product guidance and troubleshooting.
• Investigate, diagnose, and resolve technical issues, escalating complex or recurring problems to Product and Engineering.
• Maintain accurate records of customer interactions, resolutions, and follow-ups.
• Educate customers on product best practices and lead onboarding sessions for Freemium and trial users.
• Create and maintain Help Center articles, step-by-step guides, visual assets, and short how-to videos.
• Collaborate with Product to keep documentation aligned with new features and product updates.

Requirements

• 1+ year of experience in customer service or technical support.
• 1+ year of experience with CRM and support ticketing systems.
• At least 6 months of experience using remote collaboration tools such as Slack or Zoom.
• Experience supporting a B2B SaaS product and strong technical troubleshooting skills.
• Excellent written and verbal English communication skills.
• Ability to engage customers through live video, learn new technologies, and collaborate cross-functionally.

Nice to have

• Experience supporting an HR tech product.
• Startup experience and an adaptable, proactive approach.

Culture & Benefits

• Flexible remote culture.
• Close collaboration with a high-performing global support team.
• Opportunities to grow with the Interview Intelligence platform.
• Fast-paced SaaS environment with frequent product updates and learning opportunities.