Technical Customer Support Specialist (SaaS)

Location: Must be based in Switzerland and work hybrid from the St. Gallen office two days per week

Company

hirify.global provides a brand platform for organizing digital assets, collaborating on projects, and creating brand campaigns.

What you will do

• Provide technical customer support through Intercom email and chat, with occasional calls for technical setups.
• Diagnose issues, identify root causes, provide workarounds, and report detailed bugs to Engineering.
• Coordinate and implement Custom Domain and SSO/SAML setups, including certificate handling and renewals.
• Collaborate with Engineering, Product, and subject-matter experts on complex or escalated issues.
• Improve AI-assisted support and self-service by identifying tooling gaps and educating customers on available resources.
• Create knowledge base articles, FAQs, and troubleshooting guides while contributing to quality reviews and process improvements.

Requirements

• Fluent German and English.
• Residence in Switzerland and availability for hybrid work in St. Gallen two days per week.
• Experience in a technical, customer-facing support role within a SaaS company, with ownership of issues from diagnosis through resolution.
• Understanding of SSO/SAML, DNS, custom domains, APIs, and web technologies.
• Experience with Intercom or similar modern support tooling and willingness to work with AI and automation.
• Clear communication with customers and internal technical teams, combined with root-cause problem-solving and documentation skills.

Culture & Benefits

• Culture centered on creativity, collaboration, inclusion, and joy.
• Work with AI support tooling and contribute to the development of self-service capabilities.
• Regular quality reviews and training.
• Customer data must be handled according to security and compliance protocols.