Support Engagement Lead (SaaS)

Location: São Paulo, Brazil; hybrid work

Company

hirify.global provides a customer engagement SaaS platform for personalized messaging, journey orchestration, and AI-powered marketing optimization.

What you will do

• Deliver a personalized premium support experience for a designated group of named customers.
• Own customers’ technical needs involving platform integration, performance, troubleshooting, and partner implementation.
• Act as the primary technical contact and trusted advisor throughout the customer contract period.
• Lead technical escalations and collaborate with Customer Success and Recurring Services teams to remove adoption barriers.
• Analyze support cases to identify trends and risks, and advocate for customer product enhancement requests.
• Help customers establish Centers of Excellence and maintain engagement through check-ins, kick-offs, events, and Technical Business Reviews.

Requirements

• Bachelor’s degree or equivalent experience-based proficiency.
• 3+ years of client-facing experience in a SaaS company, including 2+ years in Technical Support and at least 1 year in account management.
• Strong written and verbal communication, follow-up, analytical, organizational, and problem-solving skills.
• Experience handling time-sensitive customer issues and managing competing client demands.
• Working knowledge of case management tools such as Salesforce, Zendesk, or similar systems.
• Technical knowledge of APIs and basic SQL queries; experience with Postman and Snowflake/Snowsight is a bonus.

Nice to have

• Experience using the hirify.global platform.
• Knowledge of mobile development, Kibana, Snowflake, Datadog, email architecture, or deliverability.
• Experience with HTML, CSS, JavaScript, Ruby, Java, or another programming language.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience.
• Competitive compensation that may include equity.
• Retirement and employee stock purchase plans.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services, fertility benefits, equal paid parental leave, professional development support, and a yearly learning stipend.
• Employee resource groups, community volunteering, donation matching, and a collaborative culture.

Hiring process

• AI-assisted tools may be used to review applications, schedule and record interviews, and summarize interview notes.
• Recruiting teams remain responsible for hiring decisions, with options for manual review or opting out of AI-assisted review depending on location.