L1 SaaS Application Support Representative

Location: Belgrade, Serbia

Company

hirify.global provides a unified commerce platform, payment capabilities, and services for retailers and restaurants across more than 35 countries.

What you will do

• Respond to customer requests through ticketing systems, email, and phone.
• Troubleshoot SaaS application issues using established procedures and knowledge articles.
• Manage incidents, service requests, basic configuration changes, and user access requests.
• Support account access, password resets, user provisioning, roles, and permissions.
• Guide users through application features, onboarding, and general usage.
• Document resolutions, keep customers informed, and escalate complex issues to L2/L3 teams.

Requirements

• 0–2 years of experience in SaaS, technical support, help desk, or customer support.
• Basic understanding of SaaS applications and cloud environments.
• Familiarity with Microsoft 365, Azure or GCP, SSO, MFA, and IAM.
• Basic knowledge of web browsers, DNS, authentication, and user access management.
• Strong customer service, communication, troubleshooting, prioritization, and documentation skills.
• Ability to explain technical concepts to non-technical users and manage multiple cases.

Nice to have

• Understanding of REST APIs and integrations.
• Experience with cloud applications and ticketing tools such as ServiceNow, Salesforce, Zendesk, or Jira.

Culture & Benefits

• Full-time employment.
• Rotating shifts are included.
• Employment is conditional upon passing applicable screening criteria.
• Equal employment opportunity and an inclusive workplace.