Customer Support Technician (SaaS)

Location: Curitiba, Brazil; hybrid work model with in-person collaboration, remote work, and flexible working hours

Company

hirify.global provides a full-stack cloud communication platform used by customers worldwide.

What you will do

• Provide timely technical support for hirify.global products and services through phone, email, chat, and other channels.
• Listen to customer needs, ask probing questions, diagnose root causes, and resolve technical issues.
• Document customer interactions, troubleshooting steps, and resolutions in detail.
• Escalate complex problems to senior support or engineering teams and collaborate across departments.
• Build in-depth product knowledge and maintain support documentation and knowledge base articles.

Requirements

• Experience in customer support or technical support, preferably in a B2B or SaaS environment.
• Strong written and verbal communication, active listening, critical thinking, troubleshooting, and problem-solving skills.
• Ability to learn new technologies, product features, internal tools, and ticketing systems quickly.
• Customer-centric, detail-oriented, curious, and resilient approach to demanding situations.
• Fluency in Portuguese and English, both written and spoken.

Culture & Benefits

• Hybrid work model with flexible working hours tailored to local regulations.
• Compensation reviews, performance-driven bonuses, and recognition of contributions.
• Employee Stock Ownership Plan with access to stock options.
• Time off, special leave days, and well-being support.
• Onboarding, mentorship, training, upskilling, and internal career mobility.
• Short- and long-term international mobility opportunities in global hubs.