Technical Support Specialist (SaaS)

Location: New York City, hybrid

Salary: $64,000–$100,000/year for candidates based in the United States; expected OTE of $72,000–$112,000/year including bonus or commission.

Company

hirify.global provides a customer engagement platform for personalized cross-channel messaging, journey orchestration, and AI-powered marketing automation.

What you will do

• Own customer inquiries end-to-end, including product questions, technical break-fix issues, integrations, configuration, and best-practice guidance.
• Diagnose and resolve complex technical cases while providing timely, accurate recommendations.
• Become a product expert across the dashboard, integrations, troubleshooting workflows, and platform best practices.
• Help customers adopt the platform and achieve their desired outcomes.
• Collaborate with Customer Success, Account Managers, Product, Engineering, and other cross-functional teams.
• Improve support processes, document solutions, and share knowledge with teammates and customers.

Requirements

• 2–3 years of experience supporting technical products, ideally in SaaS or mobile application environments.
• Degree, technical boot camp certification, or equivalent practical experience.
• Experience with case management tools such as Salesforce or Zendesk.
• Hands-on experience with HTML, CSS, APIs, and/or SQL.
• Domain knowledge in at least two areas including SaaS, mobile technology, APIs, marketing automation, direct marketing, marketing analytics, or basic programming.
• Strong written and verbal English communication skills and availability to work in a hybrid New York City role.

Nice to have

• Experience with Postman, Snowflake, or Kibana.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience.
• Competitive compensation that may include equity and employee stock purchase plans.
• Flexible paid time off and medical, dental, vision, life, and disability coverage.
• Family services, fertility benefits, and equal paid parental leave.
• Career pathing, learning platforms, and a yearly learning stipend.
• Volunteer opportunities, donation matching, employee resource groups, and a collaborative culture.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization.
• Recruiting teams remain responsible for hiring decisions; candidates may request an alternative or manual review where applicable.