Technical Support Specialist (SaaS/POS)

Location: Heredia, Costa Rica; applicants must reside in Heredia. The role is part of a global hybrid team and includes a five-day work week with one weekend day.

Company

hirify.global is a global SaaS company providing venue-management software for leisure and attractions businesses, including ticketing, point-of-sale, CRM, kiosks, memberships, and digital waivers.

What you will do

• Act as the first point of contact through incoming calls, support tickets, and email.
• Consult customers on hirify.global products, platform features, and configurations.
• Configure the platform and troubleshoot technical issues with POS hardware and payment terminals.
• Document, submit, and track platform bugs through resolution using JIRA.
• Support market research, internal processes, and consistency across the global support team.
• Deliver high-quality customer service and collaborate with the wider team on customer experiences.

Requirements

• 1–2 years of experience in a similar role within a SaaS or POS payments business.
• Fluent C1 French and C1 English.
• Experience with ticketing systems, preferably Salesforce Service Cloud.
• Formal IT qualifications; a related bachelor’s degree is an advantage.
• Strong troubleshooting, communication, organizational, time-management, and customer-service skills.
• Residence in Heredia, Costa Rica is required.

Nice to have

• Experience troubleshooting payment systems and working with APIs.
• A related bachelor’s degree.

Culture & Benefits

• Hybrid work within a global support team.
• Four additional hirify.global Recharge leave days per year if company goals are met.
• Team-led initiatives, social events, fundraising, and cause-related campaigns.
• Team Member Assistance Program with coaching, education modules, and webinars.
• Individual learning and development budget with career growth opportunities.

Hiring process

• Initial call with the Talent Acquisition Manager.
• Hiring Manager interview followed by a technical support assessment and loop interviews.
• Reference checks and a background check, including criminal history, precede the offer.