SaaS Technical Support Specialist (SaaS)

TL;DR

SaaS Technical Support Specialist (SaaS): Supporting international customers using Smart Glazier’s cloud-based software for glass and glazing businesses with an accent on issue investigation, product expertise, and clear customer communication. Focus on reproducing software problems, modelling precise 3D glass structures, supporting onboarding and database implementation, and documenting defects.

Location: London, United Kingdom; hybrid working with initial training and substantial office attendance at the Clapham Junction office during the first six months.

Company

hirify.global provides end-to-end software solutions for customizable products and spaces, serving more than 70,000 customers across over 100 countries.

What you will do

• Provide technical support and product advice to international customers by phone and email.
• Investigate, reproduce, and resolve software issues while collaborating with colleagues on solutions.
• Learn Smart Glazier’s products in depth and advise customers on effective workflows.
• Support customer onboarding, database implementation, and other technical projects.
• Model architectural hardware to create precise 3D glass structures.
• Identify and document software defects and suggest improvements to products and support processes.

Requirements

• Strong analytical, reasoning, and problem-solving ability.
• Genuine interest in computers and software, with the ability to learn independently and take ownership.
• Good numeracy and confidence with basic trigonometry.
• Excellent written and spoken English with the ability to explain information clearly and patiently.
• Strong attention to detail.
• A degree is preferred but not essential; the role may suit a recent graduate or an early-career candidate moving into software-related work.

Nice to have

• Experience with Excel, Zendesk, SQL Server, SaaS products, cloud computing, web applications, or software support.
• Previous customer-facing experience.

Culture & Benefits

• Hybrid working is available after initial training and onboarding.
• Monday-to-Friday schedule during normal office hours, with some flexibility.
• Flexible and autonomous ways of working with support for professional growth.
• Collaborative culture based on openness, trust, respect, curiosity, and ownership.
• Opportunities to contribute ideas and become involved in broader technical work.