Technical Support Specialist (SaaS)

Location: Hybrid/remote-first, with Ottawa, Toronto, Kelowna, or Calgary preferred; Canada-based locations listed.

Salary: $70,000–$80,000 CAD annually, plus stock options and other benefits.

Company

hirify.global is a health technology company providing a platform for practitioners and patients, including clinical insights, lab interpretations, patient analytics, education, and access to supplements.

What you will do

• Intake, investigate, reproduce, and validate technical escalations from customer-facing teams and external partners, including API and EHR integrations.
• Determine whether reported issues are defects, configuration problems, or expected behavior, and escalate only high-signal issues to Engineering.
• Document reproduction steps, expected and actual behavior, affected users or workflows, business impact, logs, screenshots, and other supporting artifacts.
• Partner with CX, Product, and Engineering during triage, applying severity and prioritization frameworks consistently.
• Communicate escalation status, technical findings, workarounds, and resolution updates to customer-facing teams.
• Validate production fixes, maintain known-issues documentation, and keep the issue backlog healthy by closing, consolidating, and reprioritizing items.

Requirements

• 1–3 years of experience in technical support, CX operations, incident management, QA support, or a related role.
• Strong technical understanding of data, code-related concepts, integrations, APIs, or web technologies.
• Excellent communication skills with technical and non-technical users.
• Ability to work cross-functionally with CX, Product, and Engineering teams.
• High attention to detail, process consistency, troubleshooting ability, and problem-solving skills.

Nice to have

• Experience with Engineering ticketing systems such as Linear or GitLab.
• Familiarity with APIs, integrations, or SaaS platforms.
• Experience with escalation workflows or incident response.
• Experience using AI-assisted tools for technical investigation, debugging, or documentation.
• Comfort exploring logs, configurations, APIs, or code-level behavior alongside Engineering.

Culture & Benefits

• Remote-first flexibility with a hybrid workplace option.
• Flexible paid time off and competitive compensation.
• RRSP matching and stock options.
• Premium benefits with customizable coverage, paramedical services, and an HSA.
• hirify.global product discounts and continuous learning opportunities.
• People-focused, collaborative, and inclusive working environment.