Technical Specialist, Strategic Accounts - German speaking (all genders) (Hospitality)

Location: Berlin, Germany

Company

hirify.global provides a cloud commerce platform that unifies online and physical operations, payments, financial solutions, and supplier networks for retail, hospitality, and golf businesses.

What you will do

• Deliver premium technical support and white-glove customer service to strategic hospitality accounts through email, phone, video, and on-site engagements.
• Troubleshoot complex POS and platform issues, manage high-stakes technical escalations, and coordinate technical resolution and stakeholder communication.
• Partner with Implementation teams and Strategic Account Managers to manage account operations, transitions, customer meetings, and risk mitigation.
• Recommend best practices, drive feature adoption, and train new and existing customer staff to maximize software usage.
• Document account-specific issues and resolutions, maintain troubleshooting guides and testing procedures, and track software defects.
• Share customer insights with Product and Development teams to support product enhancements and improved user experience.

Requirements

• Must be located in Berlin.
• Excellent verbal and written communication skills in German and English.
• Extensive customer service experience in a technical support role, preferably in the hospitality industry.
• Proven troubleshooting and problem-solving skills in a senior support position.
• Ability to prioritize and self-manage emails, calls, meetings, and on-site customer visits.
• Strong computer skills, working knowledge of Mac OS, and flexibility to work varied schedules.

Nice to have

• Networking or network support experience.
• Knowledge of SaaS-related APIs and experience supporting them.
• Prior experience in a consultant role.

Culture & Benefits

• Inclusive and barrier-free workplace with accommodations available during the recruitment process.
• Restricted Share Units (RSUs) for employees.
• Health and wellness credit, plus access to professional or coaching services through health apps.
• Career development opportunities and internal mobility.
• One paid day per year to volunteer, with additional benefits varying by country.