Tier 2 Support Representative (Boston, MA)

Location: Hybrid in Boston, MA, with a minimum of four days per week in the Boston office, Monday through Thursday.

Salary: $71,000–$79,000 per year, including base salary and applicable bonus or on-target incentive compensation.

Company

hirify.global provides a real estate experience platform with applications and services for managing and optimizing end-user experiences across physical properties.

What you will do

• Respond to Tier 2 support tickets promptly while meeting SLA targets.
• Troubleshoot and resolve escalated customer inquiries with accuracy, empathy, and professionalism.
• Deliver support experiences that improve CSAT, retention, and NPS.
• Connect Support, Product, and Engineering teams by sharing customer and product insights.
• Document solutions, workflows, and product FAQs in the internal knowledge base.
• Guide and enable Tier 1 representatives through knowledge sharing and coaching.

Requirements

• Fluent written and verbal English.
• 3–5 years of experience in customer support, technical support, or help desk roles.
• SaaS support experience is strongly preferred.
• Strong troubleshooting, problem-solving, communication, and attention-to-detail skills.
• Experience with support ticketing systems; HubSpot is mentioned.
• Ability to collaborate with Product, Engineering, and Account Management teams.

Culture & Benefits

• Collaborative, supportive, and in-office-first work culture.
• Medical, dental, and vision plans for employees and dependents.
• Fully paid 12-week parental leave in addition to applicable state and federal leave.
• Pre-tax commuter benefits for qualified travel expenses.
• Professional development access through LinkedIn Learning.
• Equity eligibility and unlimited time off.