Bilingual Support Technician I (SaaS)

TL;DR

Bilingual Support Technician I (SaaS): Providing first-line technical support for enterprise software, SaaS solutions, third-party applications, and printer drivers with an accent on troubleshooting, customer communication, and ticket documentation. Focus on resolving complex customer issues, escalating technical cases, improving product documentation, and collaborating with Engineering, IT, QA, and Sales.

Location: Remote from LATAM, working 8:00 AM–4:30 PM BRT; occasional on-call weekend work may be required.

Company

hirify.global develops item-level visibility, label management, traceability, and SaaS solutions for complex supply chains.

What you will do

• Serve as the first point of contact for external customers through email, chat, and phone.
• Provide technical support in English and either Spanish or Portuguese for enterprise software, SaaS solutions, printer drivers, and third-party applications.
• Investigate, troubleshoot, resolve, and escalate customer issues to higher support tiers when needed.
• Research software capability questions from resellers and end users and maintain accurate support ticket records.
• Contribute to the Knowledge Base, product documentation, reports, and product improvement suggestions.
• Collaborate with Engineering, IT, QA, and Sales to deliver a high-quality customer experience.

Requirements

• Fluent English and either Spanish or Portuguese required.
• At least 2 years of technical support experience with strong customer service and troubleshooting skills.
• Strong knowledge of Windows operating systems and the ability to learn new software quickly.
• Clear written and verbal communication, active listening, and problem-solving skills.
• Ability to collaborate across teams while working independently and staying self-motivated.
• Computer Science degree, technology certification, or equivalent experience; some shifts may include weekend work.

Nice to have

• CompTIA A+ certification.

Culture & Benefits

• Three-month direct contractor engagement with a diverse, international technical support team.
• Contractors are paid monthly in USD through a payroll platform.
• The position is not eligible for employee benefits.
• Independent-contractor work authorization and a Police Clearance Certificate are required before the contract starts.
• Collaborative environment focused on customer experience, inclusion, and product improvement.