Technical Support Specialist (SaaS)

Location: Full-time onsite role in Boston, Massachusetts, United States

Company

hirify.global provides a SaaS platform supported by customer-facing, product, engineering, and service teams.

What you will do

• Provide first-line and escalation support through Zendesk for hirify.global platform users and partners.
• Answer product questions, troubleshoot issues, identify root causes, and guide users through solutions.
• Escalate complex incidents to engineering and product teams and coordinate customer communications through resolution.
• Assist with specialized customer migration and configuration requests.
• Monitor recurring issues and customer feedback to identify product and service improvements.
• Create and maintain product documentation in the hirify.global Knowledge Base and support the Developer Hub.

Requirements

• 1–2 years of experience in customer service or IT, preferably supporting a SaaS product.
• Strong analytical, troubleshooting, investigation, interpersonal, written, and verbal communication skills.
• Experience with MS Office, Zendesk, JIRA, and Microsoft Excel.
• Strong SQL skills and hands-on experience querying MySQL or similar relational databases.
• Ability to review and navigate existing code for debugging without full-scale software development experience.
• Ability to work effectively in a team, manage multiple tasks, learn new tools, and adapt to evolving workflows.

Nice to have

• Degree or equivalent education in computer science, IT, or a related field.
• Experience with web technologies such as APIs and SDKs.
• Familiarity with PHP.
• Interest in using AI tools and prompt-based research for learning and analysis.

Culture & Benefits

• Customer-centric approach with a focus on advocating for user needs.
• Cross-functional collaboration with customer-facing, engineering, product, and service teams.
• Opportunity to contribute to improvements in the product, support processes, and customer experience.