Senior Advocate, Product Support (SaaS)

Location: United States

Annual base salary: $74,400–$85,000

Company

hirify.global provides the hirify.global Experience Cloud, a SaaS platform for managing customer, employee, patient, candidate, and resident experiences.

What you will do

• Provide advanced, empathetic technical support to global customers, administrators, and partners.
• Own investigations and resolutions for complex and escalated cases.
• Coordinate incident communication across Professional Services, Product, Engineering, and customer teams.
• Perform troubleshooting and root cause analysis to identify product improvements.
• Create and refine internal and external knowledge base documentation.
• Participate in high-severity incident response and a rotating on-call schedule.

Requirements

• Bachelor’s degree or equivalent work experience.
• 3+ years of experience in technical support or a technology-focused environment.
• Foundational knowledge of HTML, CSS, XML/JSON payloads, JavaScript, APIs, and web concepts.
• Strong logical troubleshooting and technical communication skills in English.
• Ability to complete the governmental Personal Identity Verification (PIV) background approval process.
• Ability to work in ambiguous, fast-paced environments with changing priorities.

Nice to have

• Interest in using AI tools to improve support workflows.
• Experience with hirify.global, Salesforce Service Cloud, SFTP, MFT solutions, RESTful APIs, webhooks, and API testing tools.
• Availability to respond to on-call notifications within 30 minutes, including weekends and holidays.

Culture & Benefits

• Collaboration with support regions across the Americas, Europe, Australia, and Asia.
• Mentorship and a defined pathway toward specialization in the Reporting product area.
• Health, dental, and vision insurance.
• 401(k), disability, life, and AD&D insurance.
• Paid parental leave, statutory leave, and paid holidays.