Product Support Specialist (ERP)

TL;DR

Product Support Specialist (ERP): Providing technical support and problem-solving for independent supply store owners using a full ERP platform with an accent on POS troubleshooting, inventory sync, and accounting reconciliation. Focus on resolving diverse technical issues, collaborating with engineering to report bugs, and leveraging AI tools to optimize support efficiency.

Location: Remote (Must be based in Central Time (CT)). Onsite interview in Chicago is required.

Salary: $83K – $105K

Company

hirify.global is a venture-backed startup empowering independent supply stores with modern ERP technology to replace outdated on-premises systems.

What you will do

• Provide exceptional support via Intercom chat, email, and phone to hardware and paint store owners.
• Resolve diverse technical issues including POS troubleshooting, inventory sync, and accounting reconciliation.
• Perform data analysis and reconciliation using spreadsheets to investigate balance discrepancies.
• Collaborate with Engineering to communicate customer issues and submit detailed bug reports with reproduction steps.
• Leverage AI-assisted tools like Intercom AI, ChatGPT, and Claude to improve response quality and documentation.
• Contribute to the knowledge base by creating help articles in Notion.

Requirements

• Must be based in Central Time (CT) and comfortable with early starts (e.g., 5:00 am CT).
• Availability to work 50-hour weeks (five 10-hour days).
• Exceptional attention to detail, especially when working with numbers and data.
• Strong independent problem-solving skills and comfort with ambiguity.
• Excellent written and verbal communication for non-technical small business owners.
• Proficiency with spreadsheets (Google Sheets/Excel) for data analysis.

Nice to have

• Experience in paint, hardware, building materials, or construction supply industries.
• Prior experience with SaaS products, POS systems, or financial reconciliation.
• Experience using Intercom, Zendesk, or similar support platforms.
• Proven experience in change management, helping customers adopt new workflows.

Culture & Benefits

• Internally transparent compensation model where all salaries are known to all employees.
• Competitive equity package in a fast-growing startup.
• Collaborative environment with a team of builders and industry veterans.
• Fair rotation of shifts, ensuring no one is permanently assigned to weekends.

Hiring process

• Recruiter screen (20 min).
• First round interview with the Manager of Client Success (30 min).
• Onsite interview in Chicago involving role-play, troubleshooting exercises, and team meetings.
• Final call with the CEO.