Technical Support Specialist (Hospitality), German speaking - all genders

Location: Berlin, Germany

Company

hirify.global provides a cloud commerce platform that unifies online and physical operations for retail, hospitality, and golf businesses in over 100 countries.

What you will do

• Provide premium technical support and white-glove service to strategic hospitality accounts through email, phone, video, and on-site engagements.
• Troubleshoot complex technical issues, manage high-stakes escalations end to end, and coordinate technical resolution and stakeholder communication.
• Partner with Strategic Account Managers and Implementation teams on account operations, warm handoffs, customer meetings, and risk mitigation.
• Drive POS and platform feature adoption through account health reviews, best-practice recommendations, and training for customer staff.
• Document account complexities, troubleshooting procedures, testing processes, and software defects for global Support teams.
• Share customer insights with Product and Development teams to support product improvements.

Requirements

• Must be located in Berlin.
• Excellent verbal and written communication skills in German and English.
• Extensive experience in technical customer support and proven troubleshooting experience in a senior support position.
• Prior experience in the hospitality industry and strong problem-solving skills with POS systems.
• Ability to prioritize and self-manage emails, calls, meetings, video calls, and on-site visits according to customer commitments.
• Strong computer skills, working knowledge of macOS, and flexibility to work according to ongoing support needs.

Nice to have

• Networking or network support experience.
• Understanding of SaaS APIs and experience supporting them.
• Previous consulting experience.
• Additional language skills.

Culture & Benefits

• Equity in the form of Restricted Share Units for employees.
• Health and wellness credit.
• Career development opportunities and internal mobility.
• One paid day off per year for volunteering.
• Access to professional or coaching services through health apps.
• Inclusive and barrier-free workplace with accommodations available during the selection process.