Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Serving as a trusted product expert and primary point of contact for complex technical cases with an accent on diagnosing break-fix issues and guiding integration best practices. Focus on solving API and SQL-related problems, driving product adoption, and collaborating with engineering teams to optimize the customer experience.

Location: Hybrid in Chicago, USA

Salary: $60,000 – $95,000 per year (OTE $67,000 – $106,000)

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized 1:1 experiences using composable intelligence and AI.

What you will do

• Manage customer inquiries end-to-end, providing technical resolutions for break-fix issues, configurations, and integration help.
• Act as a product expert, mastering the dashboard and troubleshooting steps to guide customers on best practices.
• Increase product adoption by enabling customers to effectively utilize the platform to achieve their business outcomes.
• Collaborate with Customer Success, Account Managers, Product, and Engineering teams to deliver a seamless experience.
• Identify opportunities to enhance customer satisfaction and contribute to internal knowledge bases and process improvements.

Requirements

• 2–3 years of experience supporting technical products, preferably in SaaS or mobile application environments.
• Must be based in the USA (Chicago) for a hybrid work arrangement.
• Proficiency with case management tools such as Salesforce or Zendesk.
• Hands-on experience with HTML, CSS, APIs, and SQL.
• Degree from an accredited college, technical boot camp certification, or equivalent practical experience.
• Strong written and verbal English communication skills.

Nice to have

• Experience with tools such as Postman, Snowflake, and Kibana.
• Domain knowledge in Marketing Automation, Direct Marketing, Marketing Analytics, or basic programming.

Culture & Benefits

• Competitive compensation including equity grants (RSUs).
• Comprehensive medical, dental, vision, life, and disability insurance plans.
• Flexible paid time off, retirement plans, and Employee Stock Purchase Plans.
• Family services, including fertility benefits and equal paid parental leave.
• Professional development via formal career pathing and a yearly learning stipend.
• Hybrid work environment with a curated in-office experience to foster community and innovation.

Hiring process

• AI-assisted screening of application materials to analyze skills and qualifications.
• Interview stages utilizing AI for scheduling, recording, and summarization of notes.