Product Support Specialist

Location: Remote within the United States. Preference for candidates based in or near San Francisco, Portland, Seattle, Denver, or New York. San Francisco employees are highly encouraged to work from the office one day per week.

Company

hirify.global provides an outdoor exploration app and community connecting users with trails and outdoor adventures worldwide.

What you will do

• Troubleshoot and resolve customer issues across iOS, Android, and web.
• Investigate app behavior to identify accurate solutions and root causes.
• Identify trends and bugs, escalating priority issues to the appropriate teams.
• Represent customer feedback and champion feature requests with Product.
• Reproduce and document bugs to support Engineering triage and resolution.
• Collaborate with Product, Engineering, Marketing, Analytics, and Trail Data Operations.

Requirements

• Experience in technical or software support.
• Ability to manage a high volume of tickets while maintaining empathy and customer focus.
• Experience collaborating with Product, Engineering, and Marketing stakeholders.
• Excellent written and verbal communication skills, including the ability to explain technical concepts simply.
• Strong curiosity, investigative thinking, humility, empathy, and open-mindedness.
• Ability to work remotely from the United States.

Nice to have

• Ability to communicate in French, Spanish, Danish, or Dutch.
• Familiarity with Zendesk, Jira, or Ada.
• Experience working with a support AI bot or contributing to public support content.
• Familiarity with mapping applications and passion for the outdoors.

Culture & Benefits

• Equity ownership and performance-based bonuses.
• Health, dental, and vision coverage, plus a 401(k) match.
• Unlimited paid time off, company holidays, and fully paid parental leave.
• Remote work stipend and annual learning stipend.
• Monthly company-wide no-meeting days for testing and improving the product.
• Inclusive workplace focused on employee well-being, identity, and professional growth.

Hiring process

• Employment offers are contingent on successfully completing a background check.
• hirify.global participates in the E-Verify program for remote locations.