Product Support Specialist (SaaS)

Location: Remote, with current and continuing unrestricted right to work in the United States of America required

Salary: $80,000–$85,000 per year

Company

hirify.global is partnering with a global supply chain solutions organization launching a new software product in early 2027.

What you will do

• Analyze and troubleshoot training issues, configuration problems, data quality issues, product defects, and enhancement requests.
• Classify issues by severity and business impact, reproduce problems in test environments, and escalate confirmed defects or performance issues to Product and Engineering.
• Keep enterprise customers informed throughout issue resolution and confirm successful outcomes.
• Create and refine a self-service knowledge base and documentation.
• Help establish support processes, ticket taxonomy, SLAs, and scalable post-launch operations.
• Track support trends, resolution drivers, and recurring issues while supporting onboarding for new enterprise accounts.

Requirements

• At least 2 years of experience in customer-facing support, customer success, or account support, ideally for a B2B SaaS product.
• Experience with CRM or ticketing platforms such as Freshdesk, HubSpot, or Salesforce.
• Experience supporting enterprise customers and interpreting dashboards, reports, and operational data.
• Strong written and verbal communication, including the ability to explain technical concepts to non-technical users.
• Ability to work independently in a fast-changing product environment and ask effective diagnostic questions.
• Bachelor’s degree in Business or a related field; unrestricted and continuing US work authorization is required.

Nice to have

• Familiarity with service logistics, supply chain, or field service operations.
• Basic SQL or data analysis skills.
• Experience building or maintaining knowledge-base or self-service support content.
• Experience supporting a data or analytics product.

Culture & Benefits

• Collaborative environment focused on creativity, partnership, and technology.
• Opportunity to build support operations and processes from the ground up.
• Remote full-time work with autonomy and a focus on proactive communication.
• Work on a new product launching in early 2027.