Technical Support Specialist (SaaS)

Location: South East London, UK; hybrid schedule with 4 days in the office and 1 day remote

Company

hirify.global is a high-growth SaaS company developing camera technology, AI, machine learning, and telematics solutions for fleet operators.

What you will do

• Provide first-line technical support through phone, email, and other communication channels.
• Investigate, diagnose, and resolve technical issues related to hirify.global products and services.
• Document customer interactions, issues, troubleshooting steps, and resolutions in the ticketing system.
• Collaborate with Engineering, Product, and Customer Success to resolve complex issues and manage escalations.
• Identify recurring issues and provide feedback for product and operational improvements.
• Maintain technical documentation, knowledge base articles, troubleshooting guides, and customer training materials.

Requirements

• 2+ years of experience in technical support or a customer-facing technical role, ideally in software or technology.
• Understanding of computer systems, networking, and structured troubleshooting.
• Experience with diagnostic tools and remote support technologies.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Customer-focused approach, organisational skills, attention to detail, and the ability to manage multiple priorities.
• Flexibility to participate in a shift-based support rota and work alternative hours when required.

Culture & Benefits

• Work in a high-growth global SaaS company.
• Collaborative, fast-moving culture focused on quality.
• Opportunity to grow with a scaling business.
• Hybrid working with 4 office days and 1 remote day per week.