Technical Customer Support Specialist (SaaS)

Location: Hybrid role based in London, UK, with a minimum in-office requirement on Mondays and Thursdays

Salary: £50,000–£60,000 per year, plus equity

Company

hirify.global is a SaaS platform that coordinates human customer-support agents and AI through workforce management, AI agents, and AI copilot products.

What you will do

• Own customer interactions from initial contact through resolution across email, Slack, chat, Zoom, and other channels.
• Provide guidance on billing, account management, product usage, strategic consultation, and complex technical issues.
• Investigate logs, query databases, debug API integrations, replicate errors, and write scripts, queries, and lightweight code fixes.
• Partner with Engineering and Customer Success to diagnose root causes, prioritize bugs, and improve customer outcomes.
• Turn customer feedback into product insights, process improvements, documentation, knowledge-base content, and scalable support systems.
• Contribute to evolving support channels and operational models, including rotating weekend and holiday coverage as needed.

Requirements

• At least 2 years of experience in a technical customer-facing role at a SaaS company or startup.
• Hands-on experience with SQL, APIs, integrations, databases, developer tools, and debugging methodologies.
• Ability to learn technical concepts quickly and explain them clearly to technical and non-technical audiences.
• Strong written and verbal communication, attention to detail, ownership, and systematic problem-solving skills.
• Experience with web technologies, SaaS platforms, cloud-based systems, or emerging technologies.
• Must have the right to work in the UK; a Right to Work check is required before employment.

Nice to have

• Experience or interest in AI products, workforce management software, or support operations platforms.
• Ability to contribute code fixes and improve internal support tools and processes.

Culture & Benefits

• Flexible PTO and support for holistic wellbeing.
• Monthly credits for professional development, wellness, hirify.global customers, and commuting.
• Paid parental leave.
• Lunch provided daily from Monday to Friday.
• Inclusive, collaborative environment with an emphasis on ownership, feedback, learning, and work-life balance.

Hiring process

• Multi-step interviews with team members from Support and other functions.
• Technical assessment or take-home exercise focused on problem-solving.