Technical Support Specialist (SaaS)

Location: Remote from Costa Rica; 9am–6pm, Monday to Friday, with a monthly on-call rotation lasting one full week and including evenings.

Company

hirify.global provides data-activated content generation and AI decisioning solutions that help marketers personalize content and improve marketing workflows.

What you will do

• Investigate, troubleshoot, and resolve complex client and internal technical support requests from initial contact through resolution.
• Become a technical expert in hirify.global products and custom solutions.
• Participate in the on-call rotation and handle emergency issues from clients and internal stakeholders.
• Identify root causes, reproduce customer issues, and escalate product bugs to Engineering.
• Provide customer feedback to Product and Engineering teams.
• Create documentation, knowledge base articles, tutorials, internal tools, and features that reduce repeat support requests.

Requirements

• 2+ years of experience in technical support, technical account management, or a similar role; B2B and SaaS experience is preferred.
• Experience inspecting and diagnosing web or mobile applications, including browser debugging, XMLHttpRequests, page source, HAR captures, iframe behavior, meta tags, and performance testing.
• Strong understanding of REST APIs and/or GraphQL, relational databases, SSO configuration and debugging, OAuth, SAML, and SCIM.
• Experience with HTML/CSS, at least one modern web language such as JavaScript or Python, and cloud hosting platforms.
• Basic experience with support and infrastructure tools such as Django, Kibana, Jenkins, Google Cloud Platform, Grafana, AWS CloudWatch, or similar.
• Superb written and verbal English communication skills, including experience contributing to internal and external documentation.

Culture & Benefits

• Opportunity to improve product quality and customer experience by solving recurring issues upstream.
• Work includes collaboration with Client Experience, Solutions, Product, and Engineering teams.
• Inclusive workplace committed to equal opportunity and supporting diverse backgrounds.
• Regular schedule with a defined monthly on-call rotation.