Technical Specialist (SaaS)

TL;DR

Technical Specialist (SaaS): Troubleshooting customer-facing technical issues, configuring products, demonstrating solutions, and documenting knowledge with an accent on root-cause analysis, consultative support, and customer communication. Focus on investigating complex issues, guiding customers toward effective product usage, and maintaining timely resolutions aligned with client SLAs.

Location: Houston, TX or Boston, MA; hybrid work with two days in the office.

Salary: $46,480–$69,720 USD annual base salary, plus variable incentive pay, flexible work options, and benefits.

Company

hirify.global provides commercial operations software that connects pricing, quoting, contracting, rebates, and communications for more than 10,000 customers worldwide.

What you will do

• Troubleshoot technical issues for customers and investigate problems through to resolution.
• Gather requirements, support product configuration, and provide consultative guidance on best practices.
• Lead product demonstrations and represent hirify.global during customer interactions and support escalations.
• Prioritize and escalate issues as needed while meeting client service-level agreements.
• Create knowledge base articles and maintain accurate information in internal applications.
• Share technical knowledge with customers and colleagues across the business.

Requirements

• Experience in a customer-facing support or delivery role, ideally supporting a technology or SaaS product.
• Ability to analyze technical issues, apply logical thinking, identify root causes, and develop practical solutions.
• Strong customer-facing communication skills and the ability to explain complex ideas to audiences with varying technical knowledge.
• Ability to investigate, prioritize, escalate, and resolve issues in line with client SLAs.
• Curiosity and willingness to learn new technologies and hirify.global products.

Nice to have

• Experience as a Salesforce administrator or developer.
• Consultative approach to helping customers maximize their use of products.

Culture & Benefits

• Flexible work options within a hybrid working environment.
• Variable incentive pay in addition to base salary.
• Medical and dental insurance and a full benefits package.
• Individual and team development opportunities.
• Inclusive workplace where different perspectives and voices are valued.