Technical Product Support Specialist II (SaaS)

Location: US, Colorado, Broomfield; remote flexibility or the option to work from the Colorado headquarters.

Salary: $18–$28 per hour.

Company

hirify.global develops enterprise and SaaS technology for EMS, hospitals, billing organizations, and critical cardiopulmonary care.

What you will do

• Provide advanced troubleshooting for assigned enterprise products and identify root causes involving databases, operating systems, and networking.
• Resolve complex customer issues independently and coordinate escalations across Software Support, Implementation, Product, R&D, SRE, IT App Hosting, and Sales.
• Manage cross-product incidents and high-priority cases while maintaining response targets and service-level agreements.
• Create and update knowledge-base articles, document cases in Salesforce, and link relevant solutions in Confluence.
• Analyze customer cases to identify technical trends and propose preventative support initiatives.
• Cross-train on additional components such as SQL Server and VMware while supporting customers through Five9, email, and LogMeIn Rescue.

Requirements

• 2–4 years of experience in technical product or customer support, preferably with enterprise or SaaS healthcare software.
• Strong working knowledge of SQL Server, networking, VMware, and operating systems.
• Ability to troubleshoot complex issues, identify root causes, and document solutions using the hirify.global Diagnostic Method.
• Excellent communication, documentation, analytical problem-solving, and customer service skills.
• High school diploma required; a bachelor’s degree or equivalent professional experience is preferred.

Culture & Benefits

• Mission-driven work focused on improving clinical outcomes and saving lives.
• Collaborative environment with opportunities for mentorship, growth, and career development.
• Remote flexibility or access to the Colorado headquarters.
• Competitive compensation and benefits.