Technical Support SaaS Representative

TL;DR

Technical Support SaaS Representative: Providing technical resolution for SaaS-based digital investigation solutions with an accent on troubleshooting, case management, and maintaining high customer satisfaction. Focus on resolving complex technical issues via phone, email, and chat while ensuring compliance with established SLAs and KPIs.

Location: Must be based in the Mountain or Pacific time zone(s) of the USA

Company

hirify.global is a global leader in digital investigation and intelligence gathering, providing AI-powered platforms to help public safety organizations and businesses accelerate justice and safeguard communities.

What you will do

• Resolve technical issues for SaaS-based solutions using phone, email, and chat channels.
• Manage support cases from opening to resolution using CRM tools.
• Maintain high customer satisfaction through effective engagement and troubleshooting.
• Collaborate closely with internal teams to ensure seamless issue resolution.
• Adhere to and ensure compliance with established SLAs and KPIs.

Requirements

• Must be based in the Mountain or Pacific time zone(s)
• At least 2 years of hands-on experience with Windows Workstation providing SaaS browser-based application support.
• Native English proficiency (spoken and written)
• Proven customer experience with a strong technical orientation.
• Ability to multitask and work effectively in a fast-paced, agile environment.
• Strong problem-solving skills and accountability for case ownership.

Nice to have

• Practical experience with AI tools such as ChatGPT, Claude, or Copilot.
• CompTIA A+ or Network+ certifications.
• Experience in SaaS environments focusing on end-user functionality.
• Knowledge of mobile operating systems (iOS, Android).
• Proficiency in Spanish or Portuguese.

Culture & Benefits

• Opportunity to work with cutting-edge digital investigation technology.
• Collaborative team environment with a focus on professional growth.
• Direct impact on public safety and community protection.
• Emphasis on accountability and taking the lead in problem-solving.