Technical Support Specialist (SaaS)

TL;DR

Technical Support Specialist (SaaS): Providing customer-facing technical support for a recruiting platform through email and online chat with an accent on troubleshooting, product expertise, and customer communication. Focus on diagnosing complex product issues, developing effective workarounds, routing feedback, and collaborating with Customer Success, Product, and Engineering teams.

Location: Remote anywhere in the United States. Applicants must be currently authorized to work full-time in the United States.

Salary: $55,800–$63,500 per year, with potential additional compensation through stock options, bonuses, merit increases, or sales commissions depending on the role.

Company

hirify.global provides a SaaS recruiting platform designed to help organizations improve their hiring processes.

What you will do

• Act as the first point of contact for technical support requests through email and online chat.
• Answer product questions, provide assistance, troubleshoot issues, and communicate solutions clearly.
• Diagnose and resolve issues across the hirify.global Suite, escalating cases when necessary.
• Route product feedback and provide recommendations for product and process improvements.
• Build product and technical expertise through training and hands-on experience.
• Take on additional projects and responsibilities as business needs require.

Requirements

• At least 2 years of customer-facing experience supporting customers through email and live chat.
• Experience using Zendesk is required.
• Experience working with SaaS products.
• Strong problem-solving, analytical, written, and verbal communication skills.
• Ability to explain complex information to both technical and non-technical audiences.
• Current authorization to work full-time in the United States is required.

Culture & Benefits

• Remote-first work environment with shared office spaces in New York City and Ireland and optional coworking spaces.
• Medical, dental, vision, life insurance, mental health resources, and financial wellness benefits.
• Fully paid parental leave, paid holidays, paid sick leave, and paid vacation or flexible PTO depending on employee classification.
• US-based employees receive disability coverage and a 401(k) plan with company match.
• Performance reviews, actionable feedback, bonus opportunities, and employee resource groups supporting an inclusive culture.
• Commitment to responsible use of AI tools while keeping people at the center of the workplace.